Complaints Team Leader
hace 13 días
Wolverhampton
The vacancy Contract: 12-Month Fixed-Term Application Closing Date: Sunday 19 October 2025 We believe everyone deserves a home that's safe, secure and warm - and we won't compromise on that. At Bromford, we're serious about making a difference to people's lives. If you're passionate about people, driven to deliver a great customer experience, and thrive on solving problems, this could be the role for you. As Complaints Team Leader, you'll lead a team of Complaint Case Handlers to resolve issues quickly, fairly and in line with regulatory standards. You'll champion the customer perspective, coach others to get under the skin of problems, and use insight to shape services for the future. You'll be tenacious, inquisitive and resilient - with an infectious energy for making things happen. What you'll be doing • Leading, coaching and developing a team of Complaint Case Handlers, • Driving quality and advocacy scores through thorough investigations and problem-solving, • Ensuring compliance with the Housing Ombudsman Complaint Code and other regulatory standards, • Managing performance, caseloads and compensation budgets, • Using customer feedback to identify and resolve service issues, • Experience leading customer service teams in a regulated environment, • Strong knowledge of housing, repairs, shared ownership and complaint handling, • Confidence to challenge constructively and influence decisions at all levels, • Excellent negotiation, coaching and relationship-building skills, • A meticulous approach to detail and a passion for getting things right Why join us? By joining Bromford (part of BromfordFlagship), you'll be part of a leading housing provider delivering community-focused services across the Midlands and South West. We have a local approach, all backed by the scale and ambition of the BromfordFlagship group. Join us to help create communities where people can feel secure and thrive. For more details, please refer to the full job description attached to this advert. Closing date for applications is Sunday 19 October 2025. Interviews will take place week commencing Wednesday 3rd and 10th November at our Wolverhampton office. Please note: The advert may close before the deadline if we receive sufficient interest, so we recommend applying as soon as possible. We offer a collaborative, empowering environment where you can make a real impact - for our customers and your career. 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.