The vacancy Contract Type: 6-month Fixed-term Contract Hours: 37.5 hrs per week Mon-Fri Closing Date: Monday 15 September 2025 (please apply early - we may close applications sooner if interest is high). Are you passionate about making a real difference to people's lives? Do you thrive in fast-paced environments, remain calm under pressure, and bring empathy and professionalism to every customer interaction? If so, this could be the role for you. We're looking for a Complaints Case Handler to join our team on a 6-month fixed-term contract. In this role, you will manage a caseload of customer complaints, investigating issues thoroughly and independently, and working collaboratively to reach fair and timely resolutions. You'll be the main point of contact for customers throughout their complaint journey, ensuring they feel heard, respected and supported. This role requires someone who can balance multiple priorities, communication with clarity and compassion, and challenge constructively to ensure the right outcomes. You'll need to be confident in handling difficult conversations, writing high-quality correspondence, and maintaining accurate records. A basic DBS check will be required. What we're looking for: A natural curiosity to drive and resolve complaints Resilience and composure in a fast-paced, high-pressure environment Confidence in managing difficult conversations and challenging constructively across teams Strong time management and the ability to prioritise effectively Initiative and self-sufficiency in managing your workload Emotional intelligence, active listening, and a genuine understanding of others' perspectives Ability to defuse difficult situations and turn complainants into advocates Excellent written and verbal communication skills, including report writing IT proficiency A working knowledge of housing regulation and complaints handling frameworks (eg Housing Ombudsman Code) is highly desirable A full driving licence and access to a vehicle (desirable but not essential). The successful applicant will possess clear communication skills, both verbal and written, and be professional at all times. This role may suit candidates with experience in the following roles: Customer Relations Advisor/Officer, Complaints Investigator/Resolution Specialist, Housing Officer/Tenancy Sustainment Officer, Service Improvement/Customer Experience Specialist, Caseworker/Case Manager, Contact Centre Team Leader/Escalation Handler, Social Worker/Support Worker (with complaint handling experience. Why Bromford? By joining Bromford (part of Bromford Flagship), you become part of a leading housing provider delivering community-focused services across the east, central and south west of England. 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 put down roots, feel secure, and thrive. If you believe you have the skills and qualities we're looking for, we encourage you to apply. Please submit your application by Monday 15 September 2025. Interviews will take place at Venture Court, Wolverhampton, WV10 6TB. About us We're part of one of the biggest housing associations in the country, Bromford Flagship. As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive. We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032. But we're only just getting started. Through place-based working, our people build progress from the ground up. You'll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter. And we've created a thriving place of our own - giving brilliant people like you the tools and opportunities to build a future. With development that helps you grow in your role, build future-ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our DNA (https://www.bromford.co.uk/careers/working-for-bromford/). We're a place for people determined to make a difference. Bromford. A place to make your own. 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.