Final Review Case Handler
| Posting date: | 05 March 2026 |
|---|---|
| Salary: | £39,365.00 to £43,739.00 per year |
| Hours: | Full time |
| Closing date: | 17 March 2026 |
| Location: | B37 7YD |
| Company: | Platform Housing Group |
| Job type: | Permanent |
| Job reference: | 0467 |
Summary
Final Stage Complaint Handler - Customer Experience(3 x Permanent roles and 3 x 18 Month Fixed Term Contracts)Up to £43,739 depending on experienceHome based with regular travel to meetings across our geography and office locations
Are you an experienced complaints professional with strong regulatory knowledge and a passion for getting things right for customers?
We're launching a brand-new Final Stage Complaints Team and are looking for six Final Stage Complaint Handlers (three permanent and three 18-month FTC) to join us.
This is an exciting opportunity to be part of a new specialist team focused on managing high-level, complex and escalated complaints — including those referred to our Board, Executive Team and the Housing Ombudsman Service.
If you thrive on investigating complex cases, writing detailed responses and driving learning from complaints — we'd love to hear from you.
What is the role?
As a Final Stage Complaint Handler, you will:
-Take ownership of high-level and escalated complaints from initial assessment through to final resolution.
-Manage complex cases referred to Board and Executive level.
-Act as an expert in the Housing Ombudsman Complaint Handling Code.
-Liaise directly with the Housing Ombudsman Service, Councillors and MPs.
-Produce detailed, comprehensive written responses that clearly explain findings and proposed resolutions.
-Identify root causes, trends and learning outcomes from complaints.
-Work closely with Heads of Service and Senior Leaders to mitigate risk and improve services.
-Produce performance reports and contribute to organisational learning.
You'll play a vital role in ensuring our final stage complaint handling is robust, fair, compliant and customer-focused — helping us strengthen governance while improving outcomes for our customers.
What will you bring?
We're looking for experienced complaint handlers who are confident working in a regulated environment.
You will have:
-Solid experience working in a senior complaint handling role.
-Strong working knowledge of the Housing Ombudsman Complaint Handling Code.
-Experience managing complex and executive-level complaints.
-Experience working within a highly regulated environment.
-Excellent written skills, with the ability to produce detailed, balanced and risk-aware responses.
-Strong analytical skills and the ability to identify trends and learning.
-Confidence influencing colleagues and working with senior stakeholders.
-A calm, professional approach when handling sensitive and challenging situations.
-High levels of IT literacy, particularly in Microsoft Office.
-Driving licence and use of own vehicle to attend meetings with customers and partners and attend other Group offices.
-DBS check is required for this role.
You'll be proactive, resilient and committed to delivering high-quality outcomes that build trust with customers.
Why Join Us?
This is a unique opportunity to join a newly established team at a pivotal time. You'll help shape how we manage final stage complaints, embed learning and strengthen compliance across Platform.
With six roles available (three permanent and three 18-month fixed term), now is an exciting time to be part of this new chapter.If you're ready to make a real impact and help drive service improvement at the highest level — click Apply Now and upload your CV.For more information, please refer to the full Job Description or contact recruitment@platformhg.com.Closing date for applications is 17th March, with interviews taking place at our Birmingham Business Park office on 25th & 26th March.We encourage early applications as we may close the advert sooner if we receive a high volume of interest.
Are you an experienced complaints professional with strong regulatory knowledge and a passion for getting things right for customers?
We're launching a brand-new Final Stage Complaints Team and are looking for six Final Stage Complaint Handlers (three permanent and three 18-month FTC) to join us.
This is an exciting opportunity to be part of a new specialist team focused on managing high-level, complex and escalated complaints — including those referred to our Board, Executive Team and the Housing Ombudsman Service.
If you thrive on investigating complex cases, writing detailed responses and driving learning from complaints — we'd love to hear from you.
What is the role?
As a Final Stage Complaint Handler, you will:
-Take ownership of high-level and escalated complaints from initial assessment through to final resolution.
-Manage complex cases referred to Board and Executive level.
-Act as an expert in the Housing Ombudsman Complaint Handling Code.
-Liaise directly with the Housing Ombudsman Service, Councillors and MPs.
-Produce detailed, comprehensive written responses that clearly explain findings and proposed resolutions.
-Identify root causes, trends and learning outcomes from complaints.
-Work closely with Heads of Service and Senior Leaders to mitigate risk and improve services.
-Produce performance reports and contribute to organisational learning.
You'll play a vital role in ensuring our final stage complaint handling is robust, fair, compliant and customer-focused — helping us strengthen governance while improving outcomes for our customers.
What will you bring?
We're looking for experienced complaint handlers who are confident working in a regulated environment.
You will have:
-Solid experience working in a senior complaint handling role.
-Strong working knowledge of the Housing Ombudsman Complaint Handling Code.
-Experience managing complex and executive-level complaints.
-Experience working within a highly regulated environment.
-Excellent written skills, with the ability to produce detailed, balanced and risk-aware responses.
-Strong analytical skills and the ability to identify trends and learning.
-Confidence influencing colleagues and working with senior stakeholders.
-A calm, professional approach when handling sensitive and challenging situations.
-High levels of IT literacy, particularly in Microsoft Office.
-Driving licence and use of own vehicle to attend meetings with customers and partners and attend other Group offices.
-DBS check is required for this role.
You'll be proactive, resilient and committed to delivering high-quality outcomes that build trust with customers.
Why Join Us?
This is a unique opportunity to join a newly established team at a pivotal time. You'll help shape how we manage final stage complaints, embed learning and strengthen compliance across Platform.
With six roles available (three permanent and three 18-month fixed term), now is an exciting time to be part of this new chapter.If you're ready to make a real impact and help drive service improvement at the highest level — click Apply Now and upload your CV.For more information, please refer to the full Job Description or contact recruitment@platformhg.com.Closing date for applications is 17th March, with interviews taking place at our Birmingham Business Park office on 25th & 26th March.We encourage early applications as we may close the advert sooner if we receive a high volume of interest.
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