Complaints Case Manager
hace 6 días
Wolverhampton
The vacancy Contract Type: 4-month Fixed-Term Hours: 37.5 hrs per week Mon-Fri Closing Date: Wednesday 3rd December (please apply early - we may close applications sooner if interest is high). At Bromford, we're committed to doing the right thing for our customers-especially when issues need resolving. As a Complaints Case Manager, you'll take the lead on resolving complex and sensitive complaints, ensuring fair outcomes and delivering a consistently excellent customer experience. You'll manage your own caseload from start to finish, working independently and collaboratively to investigate, resolve, and learn from complaints. You'll be a key contact for customers throughout their journey, ensuring they feel heard, respected, and supported. What You'll Be Responsible For: You will take full ownership of managing complaints at both Stage 1 and Stage 2, ensuring each case is handled in line with our policy framework. You'll lead the resolution of complex, high-risk, or sensitive cases, often involving multiple stakeholders and requiring a nuanced approach. A key part of your role will be identifying and supporting vulnerable customers, ensuring our service remains accessible, fair, and responsive to individual needs. You'll be responsible for producing detailed investigation packs and well-considered recommendations for service leads, underpinned by clear, empathetic, and high-quality written responses. You'll maintain accurate and timely records within our case management system, while effectively prioritising your workload to meet internal targets. Alongside managing your own caseload, you'll also support and mentor colleagues, sharing your expertise to help develop the wider team. Collaboration is essential-you'll work closely with internal stakeholders to remove barriers and drive resolution, using sound judgment to make confident, evidence-based decisions, even when challenged. You'll also contribute to Housing Ombudsman submissions and assess compensation claims in line with policy and fairness. Throughout the complaint journey, you'll be the main point of contact for the customer, keeping them informed and engaged with timely updates and a clear understanding of next steps. What You'll Bring: • Proven experience in regulated complaint handling and first-time resolution., • Strong understanding of housing regulation, policy, and the Housing Ombudsman's role., • Excellent written and verbal communication skills., • A calm, assertive approach to managing conflict and challenging conversations., • A track record of producing high-quality investigation reports and recommendations., • Are passionate about delivering the right outcomes for customers., • Can balance empathy with accountability and fairness., • Are confident in challenging viewpoints to ensure the best result., • Can turn difficult situations into opportunities for advocacy and learning. By joining Bromford (part of Bromford Flagship), you become part of a leading housing provider delivering community-focused services across the east, central and south west of England. We have a local approach, all backed by the scale and ambition of the Bromford Flagship Group. Join us to help create communities where people can put down roots, feel secure, and thrive. Closing Date Please submit your application by Wednesday 3rd December - we're excited to hear from passionate individuals ready to make a real difference. About us We're part of one of the biggest housing associations in the country, Bromford Flagship . As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive. We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032. But we're only just getting started. Through place-based working, our people build progress from the ground up. You'll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter. And we've created a thriving place of our own - giving brilliant people like you the tools and opportunities to build a future. With development that helps you grow in your role, build future-ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our DNA (). We're a place for people determined to make a difference. Bromford. A place to make your own. Diversity Statement We are committed to recruiting, developing and retaining colleagues who are representative of the diverse communities we work with. This commitment is embedded in our DNA, and we are striving to build an inclusive workplace culture where all colleagues feel valued and respected, and individuality is celebrated. We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve. We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people, women, and members of the LGBTQIA+ community. Great Place To Work Certified Bromford have once again been certified as a Great Place To Work (Nov 24 - Nov 25). The 2024 Great Place to Work Trust Index Survey highlighted that our employees believe we have an amazing company culture and that 91% of our employees were made to feel welcome when they joined us. We are also proud to have been named as one of the UK's Best Workplaces for Women for two years running (2023 and 2024) demonstrating that all colleagues, regardless of gender, can thrive at Bromford.