Ombudsman Case Worker – Complaints

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Birmingham City Council is seeking an experienced Ombudsman Caseworker (internally known as a Regulation & 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.

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.

• Investigate 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 improvement.
• Ensure compliance with complaint handling standards, legislation and regulatory requirements.
• Maintain accurate records and monitor cases against strict deadlines.

We're looking for candidates with previous experience in complaint handling, ombudsman casework, investigations, housing services or regulatory environments. Experience reviewing compensation claims and making recommendations on financial redress is highly desirable. You'll have excellent written communication skills, strong attention to detail and the ability to analyse complex information, balancing empathy with a fair and evidence-based approach. Previous experience within social housing, local authorities, housing associations or complaint resolution teams would be particularly advantageous.

This is a fantastic opportunity to join Birmingham City Council in a role that directly impacts residents’ experiences and helps shape service improvements across housing services. You'll gain exposure to senior stakeholders, complex casework, regulatory frameworks and Housing Ombudsman processes, while helping to drive positive outcomes for residents and the wider organisation. This is a temporary contract, starting for 6 months with the potential for extension.

You'll also receive weekly pay and a rate of £20.86 including holiday.

Salary: £18.00 – £19.00/hour £20.86 per hour including holiday

Job Type: Temporary

Location: Birmingham, West Midlands