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Midland Heart, Birmingham (On-site)
£36,390 per annum
Posted 3 days ago
Closing tomorrow
PACT (Parents and Children Together), Remote
Vice Chair payment rate of £400 per panel, and as a Panel Member payment rate of £200 per panel, plus reasonable expenses incurred.
Posted 3 days ago
Closing in 3 days
Lloyds Bank Foundation, Remote
£56,501 per annum (FTE)
You’ll lead a multi-partner consortuim, with overall responsibility for the successful delivery of an ambitious and collaborative pilot.
Posted 3 days ago
Closing in 4 days
National Energy Action, Remote
£41,487 - £44,850 per year
Rewarding opportunity to help shape the future of our charity: drive platform integration, implementation, and ongoing support.
Posted 3 days ago
Closing in 4 days
Cats Protection, Remote
Up to £44,400.69 per year
Cloud Engineer
Posted 3 days ago
Closing in 3 days
The Access Project, Birmingham (Hybrid)
£13,780 - £27,560 per year
Make a key contribution to our values-driven organisation and support with staff engagement to create a thriving culture.
Posted 3 days ago
Closing in 3 days
Lloyds Bank Foundation, Remote
£48,240 per annum (FTE)
You'll be the key point of contact and will play a pivotal role in delivering this new, collaborative pilot programme to grant holders.
Posted 3 days ago
Closing in 4 days
Cats Protection, Remote
Up to £49,655.50 per year
IT Security Engineer
Posted 3 days ago
Forces Employment Charity, Birmingham (Hybrid)
£23,100 per year
An exciting opportunity to join Forces Employment Charity
Posted 3 days ago
Army Cadet Charitable Trust UK, Remote
£29,644 per year
An exciting new role with lots of opportunity for personal and professional growth in a hard-working team.
Posted 5 days ago Apply Now
Closing in 3 days
Phoenix Futures, Remote
£56,500 per year
An exciting opportunity to drive growth and expand reach in specialist psychosocial treatment services.
Posted 5 days ago
Health Data Research UK, Remote
£34,000 - £38,000 per year
Posted 6 days ago
Page 4 of 12
Birmingham, West Midlands (On-site) 14.79 miles
£36,390 per annum
Full-time
Permanent
Job description

Complaints Officer
Location:
Birmingham, B15 1LZ
Salary: £36,390 per annum
Hours: Full-Time, 35 hours per Week
Contract Term: Permanent

At Midland Heart, complaints are a vital part of how we learn, improve, and deliver on our promise to provide safe, quality homes and services that our tenants can trust.

We're looking for an experienced Complaints Officer (known internally as a Customer Experience Officer) who thrives in a regulated, demanding environment. This role is not only about resolving complaints, but also about treating each case with empathy and really understanding our tenants concerns, asking the difficult questions, collaborating with colleagues and taking ownership of the complaint management process!

The Role

You'll deliver end-to-end case management of tenant complaints that escalate beyond the informal stage of our complaints process, often dealing with sensitive and multifaceted issues. Responsibilities include, but aren't limited to: 

  • Thorough, effective and timely investigation and resolution of complaints that vary in complexity.
  • Consistent and reliable communication with tenants through the complaint management process.
  • Proactively building relationships with a broad network of internal stakeholders to fact-find / gather information and identify the root cause.
  • Writing high-quality outcome letters to tenants, outlining the actions taken to resolve their complaint.

Join us and you'll play a key role in us achieving a consistently strong tenant satisfaction rating, making a genuine impact on our tenant's lives.

Our ideal candidate?

  • Proven experience in a complaint handling role in a regulated sector.
  • High volume end to end complaint case management experience – in this role you can expect to case manage 15-20 cases, varying in complexity, at various stages of the process.
  • Experience of or the ability and willingness to liaise directly with tenants and network with internal stakeholders throughout the complaints management process.
  • Ability to produce letters and reports to a high standard.
  • Ability to manage and adapt to changing and often conflicting priorities.

In this role you can expect to spend the majority of your time spent working from the office with the opportunity to work from home based on business needs.

Who is Midland Heart? We're one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you'll find a supportive and rewarding workplace where great people thrive.

We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).

Closing Date: 12 December 2025
Please note:
We reserve the right to close the application process earlier than the advertised closing date based on the volume/quality of applications received.

Interested? Applying is easy – simply click the apply button. You will be directed to our candidate portal, there you can see a link to the full Role Profile and submit a comprehensive CV, alongside a cover letter, showing us that you have what it takes to make a success of the role!

Please note, we're unable to accept applications without a Cover Letter for this role.

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.

No agencies please

Posted by
Midland Heart View profile Organisation type Non Charity Employer
Posted on: 01 December 2025
Closing date: 12 December 2025 at 23:30
Job ref: 167940_MH
Tags: Administration, Customer Service, Housing, Operations, Business Intelligence, Compliance / Quality, Customer support, Data Entry, Data Protection, Engagement / Outreach, Helpline, Information Management, Insights, Monitoring and Evaluation, Public Affairs, Public Relations, Safeguarding, Strategy, Governance / Management