Housing Ombudsman Case Manager


Birmingham, Bath Row, B15 1LZ


£47,797 per annum


35 hours per week

Contract Type:

Permanent, Full Time

Closing date:


This vacancy has now expired, and is not accepting any new applications.

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The Role

As a leading Housing organisation, we take pride in ensuring that our tenants receive the highest level of customer service whilst remaining focused on the changing regulatory landscape. Join us now as a Housing Ombudsman Case Manager where you’ll help us to improve customer experience and mitigate reputational risk.

This is a brand-new role we’ve created where you’ll liaise closely with Senior Leadership teams and the Housing Ombudsman to manage complex and involved complaints. This is a key role where the successful candidate will be imperative in thoroughly understanding legislation and regulations, overseeing compliance with regulatory requirements and ensuring outcomes are clearly audited.

As the Housing Ombudsman Case Manager, you’ll be responsible for:

  • Collating and providing full case histories to the Housing Ombudsman.
  • Ensuring compliance with evidence requests and delivering outcomes through partnership working with Senior Leadership teams.
  • Capturing meaningful data and producing reports that outline the root cause of complaints.
  • Developing action plans to lead the reduction of complaints and drive service improvement.
  • Horizon scanning of the external environment to adapt working practices when managing complaints.

We’ll support you to enhance your case management skills by providing training with our legal partners, equipping you with the skills to manage cases effectively.

Our ideal candidate? We’re looking for an articulate individual with strong investigative skills and high attention to detail. Your application will also demonstrate the following skills and experience:

  • You’ll have experience of managing complex legal or Ombudsman cases.
  • You’ll have experience of producing robust reports for senior/board level audiences.
  • You'll have demonstrable experience of implementing learning from complaints.
  • You'll have knowledge of th Housing Ombudsman Code and it's requirements.
  • You’ll have the ability to engage with senior stakeholders / Directors across the organisation to influence decision making and negotiate successful outcomes.

We’re a Smart Working organisation where you can expect to be present in the office for 3 days a week - in a role where effective collaboration with stakeholders across the business is key, this is important to us. We're also flexible to ensure you can meet and enjoy life’s challenges and opportunities throughout the year.

Who are Midland Heart? We’re 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’ll 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? Click on "Candidate Information" below for a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and Covering Letter, which show us that you have what it takes to make a success of the role.

Please note, we're unable to accept applications without a Cover Letter.

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.