Complaints officer Work, Jobs in Birmingham (with Salaries)

Customer Resolution Officer
Midland Heart —Birmingham
- £39,637 a year
- Communication skills
7d
Legal Officer
HM Courts and Tribunals Service —Birmingham
- £35,335 - £37,847 a year
- Part-time
- Hybrid work
- Presentation skills
- No degree
- Travel
- Annual leave
- Work from home
4d
Legal Officer
HM Courts & Tribunal Service —Birmingham
- £30,001 - £40,000 a year
- Part-time
- Hybrid work
- Presentation skills
- No degree
- Travel
- Annual leave
- Work from home
4d
Policy, Performance & Complaints Manager
Warwick District Council —Warwick
- £53,460 - £55,611 a year
- Part-time
- Analysis skills
- Continuous improvement
- Communication skills
202608: Prison Officer - HMP Birmingham
Ministry of Justice —Birmingham
- £30,001 - £40,000 a year
- Part-time
- Presentation skills
- Communication skills
- Annual leave
2d
Income Collection Officer
Pinnacle Group —Birmingham
- £33,000 - £35,000 a year
- Microsoft Word
- Travel
- Annual leave
- Employee assistance programme
Quick apply
14d
Housing Officer - Worcestershire, Hereford, Dudley
Serco Plc —Oldbury
- £29,250 a year
- Full-time
- Microsoft Word
- Computer literacy
- Conflict management
- Annual leave
- Employee assistance programme
Clearance Team Support Officer
HM Revenue and Customs —Birmingham
- £28,016 a year
- Part-time
- Hybrid work
- Microsoft Outlook
- Databases
- Presentation skills
- Work from home
8d
Customer Services Team Adviser
Advisory, Conciliation and Arbitration Service —Birmingham
- £30,120 - £30,995 a year
- Part-time
- Presentation skills
- Communication skills
11d
Probation Services Officer - Worcestershire
HM Prison & Probation Service —Kidderminster
- £20,001 - £40,000 a year
- Full-time
- Hybrid work
- Presentation skills
- Communication skills
- Annual leave
- Employee discount
Information Governance Administrator
Tamworth Borough Council —Tamworth
- £26,403 - £28,598 a year
- Full-time
- Remote
- English
- Administrative experience
- Organisational skills
4d
Housing Officer
GreenSquareAccord —Birmingham
- £33,400 a year
- Conflict management
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Operational Support Officer
HM Courts & Tribunal Service —Wolverhampton
- £20,001 - £30,000 a year
- Part-time
- Hybrid work
- Customer service
- Presentation skills
- Organisational skills
- Annual leave
- Employee discount
10d
Resident Engagement Officer
Extra Care —Coventry
- £37,500 a year
- Full-time
- Presentation skills
- Annual leave
- Life insurance
Operational Support Officer
HM Courts and Tribunals Service —Monmore Green
- £25,582 a year
- Part-time
- Customer service
- Presentation skills
- Organisational skills
- Annual leave
9d
Private Sector Housing Officer
Bromsgrove District Council —Bromsgrove
- £40,777 - £45,091 a year
- Call to connect
- Communication skills
- Employee assistance programme
- Employee discount
14d
Information Rights Officer - Permanent
Independent Office for Police Conduct —Birmingham
- £34,067 a year
- Hybrid work
- Analysis skills
- Organisational skills
- Annual leave
- Employee assistance programme
8h
Assistant Concierge - Bank Staff
Spring Housing Association —Birmingham
- £13.00 - £13.44 an hour
- Weekend availability
- Experience working with children
- Front desk
- Cleaning
- Annual leave
Quick apply
3d
Investigations Team Leader – Core Business x 7
Independent Office for Police Conduct —Birmingham
- £47,493 a year
- Hybrid work
- Analysis skills
- Team management
- Training & development
- Annual leave
- Employee assistance programme
9d
Information Rights Officer
Independent Office for Police Conduct —Birmingham
- £34,067 a year
- Full-time
- Analysis skills
- Presentation skills
- Travel
- Annual leave
- Employee assistance programme
9h

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Customer Resolution Officer

Midland Heart -
Birmingham

Apply Now

Job details

Permanent
£39,637 a year
7 days ago

Qualifications

Client engagement
Complaint handling
Customer interaction
Root cause analysis
Communication skills

Full job description

This is an exciting time to join our Customer Resolution service and play a key role in delivering positive outcomes for our tenants and customers. Working within a team as a Customer Resolution Officer, you'll take ownership of complaints from receipt through to resolution, looking beyond the immediate issue to understand what has happened, establish root causes and identify what we can learn and do differently.

The Role

We see complaints as an important opportunity to listen to our tenants, understand their experiences and make sure we get things right. We want every tenant who raises a complaint to feel heard, treated with empathy and confident that someone is taking ownership of their concerns.

As a Customer Resolutions Officer you'll manage a caseload, working closely with colleagues across Midland Heart to investigate complaints thoroughly and impartially, ensuring we deliver an accessible, fair and effective service that meets the requirements of the Housing Ombudsman's Complaint Handling Code and, importantly, delivers for our tenants.

You'll also play an important role in identifying root causes, trends and service failures, using complaint insight to support learning and meaningful service improvement.

Responsibilities include, but aren't limited to:
Own both stage 1 and stage 2 complaints from receipt to resolution, leading thorough, impartial and evidence-based investigations and delivering timely outcomes in line with the Housing Ombudsman's Complaint Handling Code.

Listen empathetically to tenants, understand their experience and identify remedies to resolve concerns where appropriate.

Collaborate across teams to gather evidence, challenge where necessary and establish root causes, identifying trends, service failures and learning that can prevent repeat complaints.

Manage enquiries from MPs, Councillors, the Executive Team and the Housing Ombudsman Service, coordinating information, preparing clear responses and ensuring actions and deadlines are met.

Maintain accurate records and share insights, case studies and learning with the Customer Resolution Manager and relevant teams, to support service improvements and better tenant outcomes.

Our ideal candidate? You'll be an experienced complaints, customer resolution or customer service professional who understands the importance of listening to people, taking ownership and finding solutions. Your CV and cover letter will demonstrate:

Experience of complaint handling, ideally within a regulated environment and with knowledge of the Housing Ombudsman's Complaint Handling Code.

The organisation, resilience and accountability to manage a high-volume caseload, including complex and challenging complaints.

Strong investigation and problem-solving skills, with the ability to gather and evaluate evidence, establish root causes, identify appropriate remedies and make fair, balanced decisions.

Excellent communication and relationship-building skills, evidencing experience of working across teams, constructively challenging where necessary and producing clear, accurate and empathetic written responses.

Please be advised that, due to the high-profile nature of this role, you will need to be prepared to work on-site a minimum of 3 days per week.

Who are Midland Heart? We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.

Interested? Please see a link to the Role Profile below. Applying is easy - simply register on our candidate portal and submit your CV and Cover Letter.

Applications provisionally close at midnight on Sunday 30 th August . Please be advised that we reserve the right to close applications prior to this date, dependant on the volume of applications received.

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.

Apply Now

Refine Your Search

complaints officer jobs in birmingham

Customer Resolution Officer

Legal Officer

Legal Officer

Policy, Performance & Complaints Manager

202608: Prison Officer - HMP Birmingham

Income Collection Officer

Housing Officer - Worcestershire, Hereford, Dudley

Clearance Team Support Officer

Customer Services Team Adviser

Probation Services Officer - Worcestershire

Information Governance Administrator

Housing Officer

Operational Support Officer

Resident Engagement Officer

Operational Support Officer

Private Sector Housing Officer

Information Rights Officer - Permanent

Assistant Concierge - Bank Staff

Investigations Team Leader – Core Business x 7

Information Rights Officer

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