Contract: 12-Month Fixed-Term
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
* Supporting stage 2 complaint reviews with seamless handovers and guidance
What you’ll bring
* 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
* A full driving licence and ability to complete a Basic DBS check
This role may be a great fit if you’ve worked as a Senior Complaints Advisor, Senior Customer Service Advisor or Team Leader, Dispute Resolution Officer, Customer Experience Lead – particularly if you bring experience from housing, NHS or local authority environments. That said, we welcome applications from all backgrounds where transferable skills apply.
Why join us?
By joining Bromford (part of Bromford Flagship), 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 Bromford Flagship 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