Ombudsman Case Worker – Housing Complaints

About the role

Join Birmingham City Council as an Ombudsman Case Worker, managing complex and escalated housing complaints to ensure fair, thorough, and customer‑focused resolutions.

Key responsibilities

• Investigate and manage escalated housing complaints from receipt through to resolution.
• Review and assess compensation claims, making evidence‑based recommendations.
• Draft detailed complaint responses, reports and briefing notes.
• Liaise with housing teams, senior managers and external stakeholders to gather information.
• Support responses to Housing Ombudsman enquiries and recommendations.
• Identify trends, service failures and opportunities for service improvement.
• Maintain accurate records and monitor cases against strict deadlines.

Required profile

• Previous experience in complaint handling, ombudsman casework, investigations, housing services or regulatory environments.
• Experience reviewing compensation claims and making recommendations on financial redress (highly desirable).
• Excellent written communication, strong attention to detail and ability to analyse complex information.
• Background in social housing, local authorities, housing associations or complaint resolution teams is advantageous.

What we offer

• Temporary 6‑month contract with potential extension.
• Weekly pay at a rate of £20.86 per hour, inclusive of holiday pay.
• Opportunity to work within Birmingham City Council, gaining exposure to senior stakeholders and regulatory frameworks.