Tenant Complaint Resolution Specialist

Midland Heart Ltd; Park Central; On-site; GBP 32,000 - 42,000; Full time

Job summary

Midland Heart is seeking a Customer Resolution Officer to own stage 1 and stage 2 complaints, investigate fairly, and drive learning to improve tenant outcomes. You’ll work with colleagues to gather evidence and deliver timely, empathetic responses in line with Housing Ombudsman's Code.

The role requires strong investigation skills, the ability to manage a high-volume caseload, and on-site presence (minimum three days per week).

Qualifications

• Experience of complaint handling, ideally in a regulated environment with knowledge of the Housing Ombudsman's Complaint Handling Code.
• Ability to manage a high-volume caseload, including complex complaints.
• Strong investigation and problem-solving skills, with evidence gathering and root-cause analysis.
• Clear, accurate, and empathetic written responses; strong relationship-building across teams.

Responsibilities

• Own both stage 1 and stage 2 complaints from receipt to resolution with impartial investigations.
• Listen to tenants, understand their experience, and identify remedies where appropriate.
• Collaborate across teams to gather evidence, challenge where necessary and identify root causes.
• Manage enquiries from MPs, Councillors, the Executive Team and the Housing Ombudsman Service.
• Maintain accurate records and share insights to support service improvements.

Skills

Complaint handling

Root cause analysis

Investigation skills

Evidence gathering

Empathetic communication

Cross-team collaboration

Job description

Midland Heart is seeking a Customer Resolution Officer to own stage 1 and stage 2 complaints, investigate fairly, and drive learning to improve tenant outcomes. You’ll work with colleagues to gather evidence and deliver timely, empathetic responses in line with Housing Ombudsman's Code.

The role requires strong investigation skills, the ability to manage a high-volume caseload, and on-site presence (minimum three days per week).