Bromford

About the Company

We’re a housing association – one of the biggest in the country, with almost 45,000 homes across central and south west England. While we believe in providing warm, safe and secure homes, ultimately we’re a people business. Not only do we care about the 100,000 people who live in our homes, we want them to thrive. We believe that having a great place to call home is just the start and with the right relationships and someone who believes in your potential, almost anything is possible. Our customers are the people that live in our homes for rent and shared ownership. Our customers are also those who rent our garages and our commercial buildings and those buying one of our homes for outright sale. That’s why we will continue to make a difference by investing in relationships and in connecting people, so our customers get to where they want to be. Because when they succeed, we succeed and that success drives us to do even more. That's why our purpose is simple and honest: We invest in homes and relationships so people can thrive.

Listed Jobs

Company Name

Bromford

Job Title

Complaints Case Manager

Job Description

Job Title Complaints Case Manager Role Summary Lead the investigation, resolution, and learning activities for complex and sensitive complaints within a regulated housing environment. Own the entire case lifecycle, ensuring compliance with policy frameworks, safeguarding vulnerable customers, and delivering fair outcomes while acting as the primary contact for affected customers. Expectations - Deliver high‑quality investigations and recommendations for Stage 1 and Stage 2 complaints. - Resolve first‑time complaints and manage escalation paths for high‑risk or sensitive cases. - Mentor and support colleagues in complaint handling best practices. - Maintain rigorous, accurate, and timely records in the case management system. - Communicate clearly and empathetically with customers, internal stakeholders, and external regulators. Key Responsibilities - Own and close all assigned complaints from initiation to resolution. - Produce detailed investigation packs and evidence‑based recommendations. - Identify and support vulnerable customers, ensuring accessible and responsive service. - Prioritise workload to meet internal targets and deadlines. - Collaborate with internal teams to remove barriers and drive outcome‑oriented solutions. - Contribute to Housing Ombudsman submissions and assess compensation claims. - Provide regular updates to customers, keeping them informed of progress and next steps. Required Skills - Proven experience in regulated complaint handling and first‑time resolution. - Strong knowledge of housing regulation, policy, and the Housing Ombudsman’s role. - Excellent written and verbal communication, with the ability to produce concise, clear reports. - Calm, assertive conflict‑management skills and the capacity to conduct challenging conversations. - Strong analytical and investigative skills, with a track record of producing high‑quality recommendations. - Proficiency in IT and case‑management systems; ability to work efficiently at pace and stay organised. - Empathy balanced with accountability, fairness, and sound judgment. Required Education & Certifications - Minimum of a UK‑equivalent qualification (e.g., NVQ Level 3 in Communication, or equivalent). - Current or completed certification in complaint handling or customer service (e.g., ISO 10002 or equivalent) preferred. - Relevant membership of a professional body in complaint resolution or customer experience (e.g., The Complaints Board) is an advantage.

Wolverhampton, United kingdom

On site

25-11-2025