Ombudsman & Assistant

Grade B – £28,598 to £34,434 per annum

Consultation grade – subject to formal evaluation under the Pay Equity Review.

Working 36.50 hours per week.

We are looking for passionate, resident focused individuals who are motivated to make sure residents what they are entitled to. As a social landlord of over 55,000 units, we know that things may go wrong from time to time. We are looking for officers who are passionate about making sure complaints get managed properly, residents are compensated based on the experiences they have had and that there is a dedication to put things right.

As a landlord, we want to treat all of our residents with fairness and respect, this role is vital in terms of making this happen. We are looking for individuals who can show attention to detail, are resident focused and most importantly reliable and trustworthy.

Key responsibilities include assessing compensation requests from residents and ensuring appropriate remedies are delivered in a fair, timely and empathetic way.

The role is hybrid working, and on‑site attendance is subject to service needs.

• Assess and respond to resident compensation claims with clear, evidence‑based decisions.
• Ensure compensation payments directed by regulatory bodies are made accurately and within required timescales.
• Provide a high standard of customer service, acting sensitively in situations involving resident distress or inconvenience.
• Manage a caseload of compensation cases, maintaining accurate records of decisions and communications.
• Work collaboratively with operational and corporate colleagues to gather information and support case assessments.
• Respond promptly to reduce escalation and potential further Ombudsman involvement.
• Identify and escalate service issues where necessary to help prevent future service failure.
• Use data and feedback to support improved outcomes for residents.

We are looking for candidates who can demonstrate:

• A track record of effective decision‑making, particularly in relation to financial matters.
• Experience managing competing priorities in a busy environment.
• Experience of working empathetically with residents or customers.

• Strong communication skills, both written and verbal.
• Ability to build effective working relationships across services.
• Excellent organisational skills, with the ability to prioritise conflicting deadlines.
• High attention to detail, particularly when assessing compensation claims.
• Ability to work with sensitive and complex cases, including vulnerable residents.

• Understanding of legislative requirements and regulatory frameworks in housing.
• Awareness of local government processes and the role of regulatory bodies.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

A Disclosure and Barring Service (DBS) check will be undertaken.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.