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Job description
The vacancy
Contract Type: Permanent and full-time
Hours: 37.5 hours per week
Workstyle: A mix of working from home and working from our Wolverhampton office.
At Bromford, we're committed to doing the right thing for our customers-especially when issues need resolving. As a Complaints Case Manager, you'll take the lead on resolving complex and sensitive complaints, ensuring fair outcomes and delivering a consistently excellent customer experience.
You'll manage your own caseload from start to finish, working independently and collaboratively to investigate, resolve, and learn from complaints. You'll be a key contact for customers throughout their journey, ensuring they feel heard, respected, and supported.
What You'll Be Responsible For:
You will take full ownership of managing complaints at both Stage 1 and Stage 2, ensuring each case is handled in line with our policy framework. You'll lead the resolution of complex, high-risk, or sensitive cases, often involving multiple stakeholders and requiring a nuanced approach.
A key part of your role will be identifying and supporting vulnerable customers, ensuring our service remains accessible, fair, and responsive to individual needs. You'll be responsible for producing detailed investigation packs and well-considered recommendations for service leads, underpinned by clear, empathetic, and high-quality written responses.
You'll maintain accurate and timely records within our case management system, while effectively prioritising your workload to meet internal targets. Alongside managing your own caseload, you'll also support and mentor colleagues, sharing your expertise to help develop the wider team.
Collaboration is essential-you'll work closely with internal stakeholders to remove barriers and drive resolution, using sound judgment to make confident, evidence-based decisions, even when challenged. You'll also contribute to Housing Ombudsman submissions and assess compensation claims in line with policy and fairness.
Throughout the complaint journey, you'll be the main point of contact for the customer, keeping them informed and engaged with timely updates and a clear understanding of next steps.
What You'll Bring:
* Proven experience in regulated complaint handling and first-time resolution.
* Strong understanding of housing regulation, policy, and the Housing Ombudsman's role.
* Excellent written and verbal communication skills.
* A calm, assertive approach to managing conflict and challenging conversations.
* A track record of producing high-quality investigation reports and recommendations.
* Strong IT skills and the ability to work at pace while staying organised.
You'll Thrive If You:
* Are passionate about delivering the right outcomes for customers.
* Can balance empathy with accountability and fairness.
* Are confident in challenging viewpoints to ensure the best result.
* Can turn difficult situations into opportunities for advocacy and learning.
* Are a natural problem-solver who thrives under pressure.
Why Bromford?
We're more than a housing association-we're a values-driven organisation that puts people first. Join us and be part of a team that's committed to making a real difference, every day.
Closing Date
Please submit your application by Sunday 15 June 2025- we're excited to hear from passionate individuals ready to make a real difference.
About us
We are a housing association- one that owns and provides over 47,000 homes for people who can't access market housing; has individual relationships with more than 112,000 customers; has a strong balance sheet and plans to build 11,000 homes by 2032. All of this is only possible because of our 1,900 dedicated colleagues.
We take a simple view that nothing is more important to any individual or a family than their home. It's a matter of social justice that everyone should have a home that is safe, secure, and affordable. We exist to provide such homes. With the right home, people can achieve great things, not only for themselves but for wider society too.
We provide quality, affordable homes. But we care about the people who live in them too. We want each of them to be able to achieve their goals. This will be different for each customer. Put simply, we want people to thrive.
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.
Industry Construction, Architecture, Property & Facilities Services
Job Sector Management
Job Position Business Manager
Estimated Salary £32,640.00 / year
City/Town Wolverhampton
Address Wolverhampton, UK
Post date 08/06/2025
Closing date 07/08/2025
Reference Number 3864410
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