Overview
Citizen is a leading UK social housing provider with over fifty years of experience. Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns.
Position
Resolution Business Partner
Salary
£56,385
Location
4040 Lakeside, Birmingham Business Park, Birmingham, B37 7YN (hybrid, 2 days in the office)
Basis
Permanent
Type
Full-Time, Monday – Friday, 37 Hours Per Week
Manager’s Quote
We want customers to feel listened to, respected, and confident in our services. Our Resolution Business Partners are central to that ambition placing customer excellence at the heart of resolution, learning, and long‑term service improvement. It’s a people‑centred, strategic role that supports teams to resolve complex issues fairly, learn from feedback, and continuously improve how we serve our customers.
Key Responsibilities
Leadership & Team Management
* Lead, coach and support the Feedback and resolution team ensuring effective case management and professional development.
* Work collectively with the innovation and service quality lead to identify potential risks and prevent recurrence through proactive measures.
* Conduct regular performance reviews, spot checks, and audits of casework and correspondence to ensure quality and compliance.
Operational Excellence
* Ensure all activities comply with Consumer Housing Standards, the Housing Ombudsman’s Complaint Code, and internal policies.
* Ensure consistency and accountability by documenting resolutions, agreements and follow-up actions.
* Foster a culture of learning, resolution, and proactive problem-solving within the team and across the business.
Strategic Partnership
* Work closely with senior stakeholders to align strategies, processes and decisions with organisational goals.
* Support cross-functional collaboration and escalation management, implementing structured processes to ensure timely effective outcomes.
* Advise senior leaders on emerging issues, risks, and recommendations for policy or process changes.
* Support the delivery of the Customer Experience Strategy and contribute to wider organisational objectives.
Qualifications and experience
* Relevant degree or professional qualification and/or substantial experience in complaints management or housing services.
* Formal qualifications in complaint handling, customer service, or investigations. Ideally achieve relevant professional qualification e.g. NVQ Level 3 in Customer Service; or management.
* In-depth knowledge of the Housing Ombudsman’s Complaint Handling Code, relevant social housing legislation, data protection, and equality frameworks.
* Understanding of complaint processes, complaints data analysis, and translating insights into service improvement.
* Capability to present findings and recommendations to senior leadership or customer panels.
* Management qualification or proven line-management experience.
What We Offer
* Innovative Environment: Be part of a forward-thinking organization that values creativity and innovation.
* Professional Growth: Opportunities for continuous learning and career advancement.
* Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.
Benefits
* Annual Leave: Annual leave starts at 26 days per year plus bank holidays
* Annual leave purchase scheme – option to buy up to an additional 5 days per year
* Enhanced family leave (maternity, paternity and adoption)
* Organisational sick pay
* Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match.
* Competitive Salary: We offer a competitive compensation package.
* Health and Wellness: Comprehensive health insurance and wellness programs.
* Work-Life Balance: Flexible working hours and generous leave policies.
* Employee Development: Access to training programs and career development resources.
Find out more here: Citizen | Benefits
Company Culture
We will be an employer of choice and invest in our people
To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation in customer experience.
We will work together as one team and embrace our Citizen values. This post is subject to a DBS check (Disclosure and Barring Service).
Closing date: 5th May 2026
Interview date: 7th & 8th May 2026
We welcome applications from all backgrounds and can make reasonable adjustments to support you through the process.
Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time. We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.
Would you like to speak to a member of our team?
Just submit your details and we will be in touch shortly.
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