Job Description
Complaint Handler (Housing Ombudsman / Compensation) - Birmingham City Council£18.61 per hour + holiday allowance (£20.86 total)36.5 hours per week | Monday-Friday, 9am-5pmHybrid (Birmingham-based) | 3-month ongoing contract
Your new companyYou will be joining Birmingham City Council on a temporary ongoing basis, supporting their dedicated Housing Ombudsman Team. This specialist team manages complex housing complaints, Ombudsman cases, and compensation assessments, ensuring fair, timely and evidence-based outcomes for tenants and residents. Due to increased caseloads, the council is seeking an experienced professional to support this vital function on an interim basis.
Your new roleAs a Complaint Handler, you will work full-time within the Housing Ombudsman Team, handling complaints that fall under the Housing Ombudsman and the Local Government & Social Care Ombudsman. Your role will include managing and investigating cases, gathering evidence, reviewing documentation, preparing responses, and ensuring cases are resolved in line with statutory requirements and council processes.A key part of the role involves assessing compensation, interpreting policy, and producing clear written communications to residents, internal teams, and external bodies. You will use spreadsheets to track case progress and maintain accurate records, as well as manage sensitive information professionally. You will work on a hybrid basis, attending the office twice a month on Mondays (with some flexibility)
What you'll need to succeedTo be successful in this role, you must bring:Housing Ombudsman experience (strongly preferred and highly advantageous) or Recent housing experience within a Local Authority or Housing AssociationAdditionally, you should have:
* Strong case management and investigation skills
* Proven complaint handling experience
* Confidence awarding compensation in line with policy
* Understanding of housing/tenancy management practices
* Excellent written and verbal communication skills
* Proficiency in Microsoft Office, especially spreadsheets
* Ability to work independently and manage complex caseloadsCandidates without Ombudsman experience will only be considered if they have strong, recent housing sector experience with complaints handling.
What you'll get in returnYou will receive a competitive hourly rate of £18.61 + holiday allowance (£20.86 total), working a stable full-time schedule of 36.5 hours per week on an ongoing 3-month contract. This is an excellent opportunity to gain valuable experience within a major local authority, working with specialised housing complaint and Ombudsman processes. You will be part of a supportive team and contribute to fair outcomes for Birmingham residents.
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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