Complaints Case Handler

Salary £28,560 per annum

Location Wolverhampton

The vacancy

Contract Type: 6-month Secondment
Hours: 37.5 hrs per week Mon-Fri
Closing Date: Tuesday 15 July 2025, by 5pm (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 combine exceptional customer service skills with resilience under pressure and strong attention to detail? If so, this is the job for you!

We are seeking a skilled Complaints Case Handler to join our team. In this role, you will manage a caseload of complaints, building great relationships with our customers to reach resolution. You will do this by having great conversations, working diligently, and at pace, to ensure the right resolutions for our customers. Your responsibilities will include investigating and resolving customer complaints without the need to escalate, writing clear and concise explanations for complaint resolutions and maintaining accurate records.

This position is full-time, a 6-month secondment contract and subject to a basic DBS check.

The ideal candidate will:

Have a natural curiosity to investigate and resolve complaints
Be resilient and capable of working under pressure in a fast-paced environment
Be experienced in handling and resolving difficult conversations, as well as the ability to challenge other business areas when necessary
Have experience in prioritising own workload and time management skills
Have the capacity to work self-sufficiently and use your initiative
Be IT proficient
Be able to drive with access to a vehicle (desirable but not essential).

We value accurate record-keeping and a commitment to doing the right thing at the right time. Your interpersonal skills should include understanding others’ feeling and perspectives, emotional intelligence, and active listening. Problem-solving abilities and the capacity to remain calm under pressure are crucial for this position.

The successful applicant will possess clear communication skills, both verbal and written, and be professional at all times.

If you believe you have the skills and qualities we're looking for, we encourage you to apply.

Please submit your application by Tuesday 15 July 2025, by 5pm. Interviews will take place at Venture Court, Wolverhampton.

Important information for internal colleagues:

If you are successful, you will move onto Bromford's new terms and conditions and will adopt these benefits as part of your colleague package. For more information and FAQs about the new T&Cs, visit Hub. (N.B. this will not apply if you are moving into a role as part of a secondment)

Secondments:

If you are seconded into a role that pays more than your substantive role, you will receive a secondment allowance. This effectively “tops up” your pay to match that of the seconded role for the duration of your secondment. As the allowance is separate from your substantive salary, it is not included in e.g. performance-related pay (PRP) calculations, pension contributions etc.

If your salary is more than that advertised for the role you’re seconding into, there will be no drop in salary during the secondment.

About us

We’re part of one of the biggest housing associations in the country, Bromford Flagship. As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive.

We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032.

But we’re only just getting started.

Through place-based working, our people build progress from the ground up. You’ll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter.

And we’ve created a thriving place of our own – giving brilliant people like you the tools and opportunities to build a future.

With development that helps you grow in your role, build future-ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our DNA (https://www.bromford.co.uk/careers/working-for-bromford/).

We’re a place for people determined to make a difference.

Bromford. A place to make your own.

Diversity Statement
We are committed to recruiting, developing and retaining colleagues who are representative of the diverse communities we work with. This commitment is embedded in our DNA, and we are striving to build an inclusive workplace culture where all colleagues feel valued and respected, and individuality is celebrated. We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.

We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people, women, and members of the LGBTQIA+ community.

Great Place To Work Certified
Bromford have once again been certified as a Great Place To Work (Nov 24 – Nov 25). The 2024 Great Place to Work Trust Index Survey highlighted that our employees believe we have an amazing company culture and that 91% of our employees were made to feel welcome when they joined us. We are also proud to have been named as one of the UK’s Best Workplaces for Women for two years running (2023 and 2024) demonstrating that all colleagues, regardless of gender, can thrive at Bromford.