Ombudsman Case Worker - Complaints

Your new company Birmingham City Council is seeking an experienced Ombudsman Caseworker (internally known as a Regulation and 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 Working within a busy and high-profile team, you will investigate and manage complex housing complaints, including cases progressing through the Council''s formal complaints process and enquiries relating to the Housing Ombudsman. You will review case histories, gather evidence from operational teams, assess service failures, and produce high-quality responses that meet regulatory requirements and statutory timescales.A key aspect of the role will involve reviewing and assessing compensation claims, making fair and evidence-based recommendations in line with council policies, Housing Ombudsman guidance and regulatory standards.Key ResponsibilitiesInvestigate 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 ..... full job details .....