Senior Customer Resolution Manager – Housing Ombudsman Expert

Midland Heart; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Job summary

Midland Heart is seeking an experienced Customer Resolution Manager to lead our Resolution Officers and Support Assistants, ensuring fair, timely and Code-compliant outcomes for tenants. You will liaise with the Housing Ombudsman Service from evidence requests to determinations and share learning across the organisation.

The role requires hands-on Housing Ombudsman case management experience, strong leadership, and a deep knowledge of the Complaint Handling Code and housing legislation.

Qualifications

• Proven experience managing Housing Ombudsman casework and case files.
• Strong knowledge of Housing Ombudsman Complaint Handling Code and Consumer Standards.
• Experience leading and coaching a team with performance management.
• Experience handling complex or escalated complaints in a regulated environment.
• Excellent analytical and influencing skills to drive improvements.

Responsibilities

• Manage, coach and performance-manage the Customer Resolution team, setting objectives and allocating work.
• Act as liaison with Housing Ombudsman Service, handling evidence requests, case files and orders.
• Ensure compliance with the Complaint Handling Code and internal policies through a quality framework.
• Oversee complex/high-profile cases and escalate risks when needed.
• Use Ombudsman insights to identify trends and reduce escalations.
• Build trusted relationships with senior managers to deliver timely actions.

Skills

People leadership

Housing Ombudsman casework

Complaint handling

Stakeholder management

Education

Level 4 Housing Qualification

Job description

Midland Heart is seeking an experienced Customer Resolution Manager to lead our Resolution Officers and Support Assistants, ensuring fair, timely and Code-compliant outcomes for tenants. You will liaise with the Housing Ombudsman Service from evidence requests to determinations and share learning across the organisation.

The role requires hands-on Housing Ombudsman case management experience, strong leadership, and a deep knowledge of the Complaint Handling Code and housing legislation.