Job Description

City:

Birmingham

Postcode:

B15 1LZ

Salary:

36,390 per annum

Hours per Week:

35

Term:

Permanent

Closing Date:

12 December 2025
At Midland Heart, complaints are a vital part of how we learn, improve, and deliver on our promise to provide safe, quality homes and services that our tenants can trust.



We're looking for an experienced Complaints Officer (known internally as a Customer Experience Officer) who thrives in a regulated, demanding environment. This role is not only about resolving complaints, but also about treating each case with empathy and really understanding our tenants concerns, asking the difficult questions, collaborating with colleagues and taking ownership of the complaint management process!

The Role

You'll deliver end-to-end case management of tenant complaints that escalate beyond the informal stage of our complaints process, often dealing with sensitive and multifaceted issues. Responsibilities include, but aren't limited to:


Thorough, effective and timely investigation and resolution of complaints that vary in complexity.


Consistent and reliable communication with tenants through the complaint management process.


Proactively building relationships with a broad network of internal stakeholders to fact-find / gather information and identify the root cause.


Writing high-quality outcome letters to tenants, outlining the actions taken to resolve their complaint.

Join us and you'll play a key role in us achieving a consistently strong tenant satisfaction rating, making a genuine impact on our tenant's lives.

Our ideal candidate?

Proven experience in a complaint handling role in a regulated sector.


High volume end to end complaint case management experience - in this role you can expect to case manage 15-20 cases, varying in complexity, at various stages of the process.


Experience of or the ability and willingness to liaise directly with tenants and network with internal stakeholders throughout the complaints management process.


Ability to produce letters and reports to a high standard.


Ability to manage and adapt to changing and often conflicting priorities.

In this role you can expect to spend the majority of your time spent working from the office with the opportunity to work from home based on business needs.

Who is Midland Heart?

We're one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you'll find a supportive and rewarding workplace where great people thrive.

We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).

Interested?

Click on "Candidate Information" below for a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and Cover Letter, showing us that you have what it takes to make a success of the role!

Please note, we're unable to accept applications without a Cover Letter for this role.

We reserve the right to close the application process earlier than the advertised closing date based on the volume/quality of applications received.


We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.