Tenant Resolution Support Specialist

Midland Heart; Birmingham; On-site; GBP 22,000 - 26,000; Full time

Job summary

Midland Heart in Birmingham is seeking a Customer Resolution Support Assistant to provide admin and triage support within the Customer Resolution service, ensuring complaints are progressed promptly and tenants receive clear communications. You'll work as part of a dedicated team, liaising with tenants, coordinating with colleagues, and escalating more complex cases to the appropriate officers.

This on-site role requires an organised, proactive administrator who can manage priorities and

Qualifications

• Experience of working in a busy customer service or administrative environment with competing priorities and deadlines.
• Strong organisational and communication skills, including managing shared inboxes and ensuring actions are followed through.
• Good IT skills and experience using Microsoft Office and case management systems to record, track and monitor enquiries accurately.

Responsibilities

• Provide day-to-day administrative and triage support to the Customer Resolution team, ensuring complaints are progressed accurately, promptly and professionally.
• Liaise with tenants to acknowledge complaints, provide updates, explain processes and timescales, gather initial information and signpost where appropriate.
• Support early resolution by identifying straightforward actions, coordinating with relevant teams and ensuring agreed next steps are progressed.
• Escalate complaints to Customer Resolution Officers where formal investigation, complex resolution, decision-making or additional support is required.
• Maintain accurate case records, process compensation payments, track agreed actions and complete audit checks to ensure actions are followed through.
• Support the team with data, performance information, meetings, workshops and general administration, helping to identify opportunities to improve complaint handling and the tenant experience.

Skills

Customer service

Administration

Communication

Organisational skills

Data protection

Tools

Microsoft Office

Case management systems

Job description

Midland Heart in Birmingham is seeking a Customer Resolution Support Assistant to provide admin and triage support within the Customer Resolution service, ensuring complaints are progressed promptly and tenants receive clear communications. You'll work as part of a dedicated team, liaising with tenants, coordinating with colleagues, and escalating more complex cases to the appropriate officers.

This on-site role requires an organised, proactive administrator who can manage priorities and