Specialist Resolution Caseworker (Complaints)

Specialist Resolution Caseworker (Complaints) Location: Remote Salary: £42,000 per annum Vacancy Type: Permanent, Full time Closing Date: 26th June 2026 It matters. So we re bringing it closer to home. Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We ve listened. That s why we re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next. We re also adapting how we handle complaints and looking for people who want to be part of delivering a better experience from the very first conversation. We need a Specialist Resolution Caseworker to take ownership of complex, high-risk complaints and drive them through to fair and effective resolution. This is a pivotal role within our Customer Resolution team. You ll manage complex cases, including Housing Ombudsman investigations, acting as a single point of contact for customers and working across the organisation to put things right. You won t just resolve issues. You ll help restore trust, influence service improvements, and ensure we learn from complaints. What you ll be doing You ll take the lead on some of our most sensitive and complex cases, ensuring customers are supported and issues are resolved with care and professionalism. In this role, you will: Lead investigations into complex and high-risk complaints, including Stage 1, Stage 2 and Housing Ombudsman cases Take full ..... full job details .....