Salary Up to £85,000 per annum
Location Wolverhampton
{Mergefield Value}
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Published

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Closing

in X days

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

Contract: Full-time, Permanent
Hours: 37.5 per week (Monday–Friday)
Workstyle: Roaming, with flexibility to travel as needed 
Closing date: Friday 24 April at 12 noon

Are you passionate about customer fairness, accountability and learning when things go wrong? Do you have the confidence and credibility to lead complex complaint investigations, influence senior leaders and shape how an organisation listens to and learns from its customers?

We believe every customer has the right to a home that is safe, secure and somewhere they are proud to live. When we don’t get things right, we believe it’s vital that we listen, respond fairly and use complaints to drive real and lasting improvement.

As Head of Complaints, you’ll provide strategic leadership for our complaints assurance and oversight framework, ensuring customers receive fair, timely and effective resolution. You’ll lead our approach to Housing Ombudsman engagement, oversee complex Stage 2 investigations and act as a centre of excellence for complaint handling across the organisation.

This is a pivotal role in shaping how we embed learning, strengthen accountability and build trust with customers.

What you’ll be doing

  • Providing strategic leadership for complaints assurance, ensuring compliance with the Housing Ombudsman Complaint Handling Code and regulatory expectations.
  • Acting as Bromford Flagship LiveWest’s lead contact for the Housing Ombudsman, managing investigations, responses and organisational learning.
  • Leading and resolving complex, high‑risk and Stage 2 complaints, ensuring decisions are robust, fair and evidence‑based.
  • Establishing and leading a centre of excellence for complaints, offering guidance, coaching and support to colleagues across regions and places.
  • Supporting the transition of operational complaint handling into our Place‑based working model, ensuring consistency, capability and confidence at a local level.
  • Turning complaint insight into meaningful service improvement, identifying systemic issues, risks and opportunities for change.
  • Providing clear governance, assurance and insight to executive leaders and governance forums.
  • Leading, developing and role‑modelling inclusive leadership within a high‑performing team.

What we’re looking for

You’ll bring significant experience of leading complaints or customer assurance at a senior level within housing or another regulated environment. You’ll have a deep understanding of the Housing Ombudsman framework, be confident handling complex investigations and be able to influence senior leaders to improve outcomes for customers.

You’ll also:

  • Use data, insight and learning to drive continuous improvement
  • Be a strong collaborator who can work across organisational boundaries
  • Balance challenge with support, bringing clarity, fairness and customer focus
  • Be resilient and adaptable, comfortable working in a changing environment

A professional housing qualification (CIH Level 5 or above) is desirable, or a willingness to work towards one. Ongoing professional development in housing, customer engagement or service design is also valued.

You’ll need a full UK driving licence and be comfortable travelling across dispersed geographies as required.

If you’re motivated by doing the right thing for customers, confident operating at senior level, and want to shape how complaints drive real learning and improvement — we’d love to hear from you.

Please submit your application through the intranet by Friday 24 April, 12 noon. Early applications are encouraged as we review throughout the campaign.

Important information for internal colleagues:

If you are successful, you will move onto Bromford 2019 terms and conditions (T&Cs). For more information and FAQs about our T&Cs, visit Hub. This will not apply if you are moving into a role as a secondment, in this case, your substantive T&Cs will remain in place for the duration of your secondment, with any exceptions (including job title, salary, work location etc) confirmed to you at the point of offer.

The Company

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction.

Hybrid working, with the flexibility to work across our main locations and home

Occupational Health, mental health first aiders, menopause champions and annual health checks

A choice of pension schemes with employer contributions of up to 10%

Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family

Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more

Generous holiday, occupational sick pay and paid family leave

Fully funded CIH qualification, if it’s a requirement of your role

  • Innovation

We are creative and fearless in our work.

  • Accountability

We take ownership of our work and lead from the front.

  • Teamwork

We collaborate widely and build supportive environments.

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 values.

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

Bromford. A place to make your own.

We’re proud to be recognised as a Great Place to Work, thanks to our inclusive, values-driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive.

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 and members of the LGBTQIA+ community.

Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.

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