£ per hour + holiday allowance (£ total) hours per week | Monday–Friday, 9am–5pm Hybrid (Birmingham‑based) | 3‑month ongoing contract
Your newpany
You will be joining Birmingham City Council on a temporary ongoing basis, supporting their dedicated Housing Ombudsman Team. This specialist team managesplex housingplaints, Ombudsman cases, andpensation assessments, ensuring fair, timely and evidence‑based oues 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 role
As aplaint Handler, you will work full-time within the Housing Ombudsman Team, handlingplaints that fall under the Housing Ombudsman and the Localernment & 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 assessingpensation, interpreting policy, and producing clear writtenmunications 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 succeed
To 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:
1. Strong case management and investigation skills
2. Provenplaint handling experience
3. Confidence awardingpensation in line with policy
4. Understanding of housing/tenancy management practices
5. Excellent written and verbalmunication skills
6. Proficiency in Microsoft Office, especially spreadsheets
7. Ability to work independently and manageplex caseloads
Candidates without Ombudsman experience will only be considered if they have strong, recent housing sector experience withplaints handling.
What you'll get in return
You will receive apetitive hourly rate of £ + holiday allowance (£ total), working a stable full‑time schedule of 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 housingplaint and Ombudsman processes. You will be part of a supportive team and contribute to fair oues for Birmingham residents.