Ombudsman Case Worker - Complaints
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What you'll do
- Investigate and manage escalated housing complaints from receipt through to resolution.
- Review and assess compensation claims, making recommendations based on evidence and policy.
- Draft detailed complaint responses, reports and briefing notes.
- Liaise with housing teams, senior managers and external stakeholders to gather information and evidence.
- Support responses to Housing Ombudsman enquiries and recommendations.
- Identify trends, service failures and opportunities for service improvement.
- Ensure compliance with complaint handling standards, legislation and regulatory requirements.
- Maintain accurate records and monitor cases against strict deadlines.
What they're looking for
- Previous experience in complaint handling, ombudsman casework, investigations, housing services or regulatory environments.
- Excellent written communication skills.
- Strong attention to detail.
- Ability to analyse complex information, balancing empathy with a fair and evidence-based approach.
Nice to have
- Experience reviewing compensation claims and making recommendations on financial redress.
- Previous experience within social housing, local authorities, housing associations or complaint resolution teams.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Your new company
Birmingham City Council is seeking an experienced Ombudsman Caseworker (internally known as a Regulation & Project Officer) to join its Housing Service. This is an exciting opportunity to play a key role in managing complex and escalated housing complaints, ensuring residents receive a fair, thorough and customer-focused resolution.
Your new role
- Investigate and manage escalated housing complaints from receipt through to resolution.
- Review and assess compensation claims, making recommendations based on evidence and policy.
- Draft detailed complaint responses, reports and briefing notes.
- Liaise with housing teams, senior managers and external stakeholders to gather information and evidence.
- Support responses to Housing Ombudsman enquiries and recommendations.
- Identify trends, service failures and opportunities for service improvement.
- Ensure compliance with complaint handling standards, legislation and regulatory requirements.
- Maintain accurate records and monitor cases against strict deadlines.
What you'll need to succeed
What you'll get in return
This is a fantastic opportunity to join Birmingham City Council in a role that directly impacts residents' experiences and helps shape service improvements across housing services. You'll gain exposure to senior stakeholders, complex casework, regulatory frameworks and Housing Ombudsman processes, while helping to drive positive outcomes for residents and the wider organisation. This is a temporary contract, starting for 6 months with the potential for extension. You will also receive weekly pay and a rate of £20.86 including holiday.
What you need to do now
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