Complaints Case Handler - Wolverhampton, West Midlands County
| Posting date: | 26 September 2025 |
|---|---|
| Salary: | £28,560 per year |
| Additional salary information: | Excellent Plus Benefits |
| Hours: | Full time |
| Closing date: | 12 October 2025 |
| Location: | Wolverhampton, West Midlands County, WV10 6TB |
| Company: | Bromford |
| Job type: | Contract |
| Job reference: | 1140513 |
Summary
Contract Type: 12-month Fixed-term Contract
Hours: 37.5 hrs per week Mon-Fri
Closing Date: Sunday 12 October 2025 (please apply early – we may close applications sooner if interest is high).
Are you passionate about making a real difference to people's lives? Do you thrive in fast-paced environments, remain calm under pressure, and bring empathy and professionalism to every customer interaction? If so, this could be the role for you.
We're looking for an experienced, and dedicated Complaints Case Handler to join our team on a 12-month fixed-term contract. In this role, you will manage a caseload of customer complaints, investigating issues thoroughly and independently, and working collaboratively to reach fair and timely resolutions. You'll be the main point of contact for customers throughout their complaint journey, ensuring they feel heard, respected and supported.
This role requires someone who can balance multiple priorities, communication with clarity and compassion, and challenge constructively to ensure the right outcomes. You'll need to be confident in handling difficult conversations, writing high-quality correspondence, and maintaining accurate records.
A basic DBS check will be required.
This is a roaming role - a mix of home and office working.
What we're looking for:
- A natural curiosity to drive and resolve complaints
- Resilience and composure in a fast-paced, high-pressure environment
- Confidence in managing difficult conversations and challenging constructively across teams
- Strong time management and the ability to prioritise effectively
- Initiative and self-sufficiency in managing your workload
- Emotional intelligence, active listening, and a genuine understanding of others' perspectives
- Ability to defuse difficult situations and turn complainants into advocates
- Excellent written and verbal communication skills, including report writing
- IT proficiency
- A working knowledge of housing regulation and complaints handling frameworks (eg Housing Ombudsman Code) is highly desirable
- A full driving licence and access to a vehicle (desirable but not essential).
The successful applicant will possess clear communication skills, both verbal and written, and be professional at all times.
This role may suit candidates with experience in the following roles: Complaints Case Handler, Complaints Investigator, Customer Relations Officer, Resolution Specialist, Caseworker (with a focus on complaints), Contact Centre Escalation Handler, or Housing Officer with direct complaints caseload responsibility.
Why Bromford?
By joining Bromford (part of Bromford Flagship), you become part of a leading housing provider delivering community-focused services across the east, central and south west of England. We have a local approach, all backed by the scale and ambition of the Bromford Flagship Group. Join us to help create communities where people can put down roots, feel secure, and thrive.
If you believe you have the skills and qualities we're looking for, we encourage you to apply.
Please submit your application by Sunday 12 October 2025. Interviews will take place at Venture Court, Wolverhampton, WV10 6TB.