Tenant Resolution Specialist

Midland Heart; Birmingham; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Disability Confident Employer

Job summary

Midland Heart is seeking a Customer Resolutions Officer to own complaints from receipt to resolution, ensuring impartial investigations and timely outcomes. You will listen to tenants, understand their experiences and identify remedies, while collaborating across teams to gather evidence and uncover root causes for service improvement.

The role focuses on addressing stage 1 and stage 2 complaints in line with the Housing Ombudsman's Code, managing enquiries from MPs and the Housing Ombudsman

Qualifications

• Experience of complaint handling, ideally within a regulated environment and with knowledge of the Housing Ombudsman's Complaint Handling Code.
• Ability to manage a high-volume caseload with complex and challenging complaints.
• Strong investigation and problem-solving skills with evidence-based decision making.
• Excellent written and interpersonal communication, with empathy and accountability.

Responsibilities

• Own stage 1 and stage 2 complaints from receipt to resolution with impartial investigations.
• Engage with tenants to understand experiences and identify remedies.
• Coordinate with teams to gather evidence, identify root causes and learning.
• Manage enquiries from MPs, Councillors, and the Housing Ombudsman Service, ensuring deadlines.
• Maintain records and share insights to support service improvements.

Job description

Midland Heart is seeking a Customer Resolutions Officer to own complaints from receipt to resolution, ensuring impartial investigations and timely outcomes. You will listen to tenants, understand their experiences and identify remedies, while collaborating across teams to gather evidence and uncover root causes for service improvement.

The role focuses on addressing stage 1 and stage 2 complaints in line with the Housing Ombudsman's Code, managing enquiries from MPs and the Housing Ombudsman