Ombudsman Case Worker

Your new company On behalf of Birmingham City Council, we are recruiting an Ombudsman Case Worker to join a busy and high-profile housing service. This is an excellent opportunity to play a key role in ensuring residents' concerns are investigated fairly, thoroughly and in line with regulatory requirements. Working within a professional and supportive team, you will contribute to improving services, resolving complex complaints and supporting the Council's commitment to accountability and continuous improvement. Your new role This is a full-time position working 35 hours per week with hybrid working arrangements available. As an Ombudsman Case Worker, you will manage complex housing complaints from initial receipt through to resolution, including cases progressing through the Council's formal complaints process and matters referred to the Housing Ombudsman.You will conduct detailed investigations by reviewing case histories, analysing evidence, examining policies and procedures, and engaging with operational teams to establish facts and identify any service failures. A significant part of the role will involve assessing compensation claims arising from housing complaints, reviewing evidence and making fair, balanced and evidence-based recommendations in accordance with Council policy, legislation and Housing Ombudsman guidance.You will be responsible for drafting high-quality complaint responses, investigation reports, briefing notes and recommendations, ensuring all work meets regulatory standards and statutory timescales. The role requires regular liaison with housing teams, managers, senior stakeholders and external agencies to gather information, review findings and support effective complaint resolution. You will also contribute to service improvement initiatives by identifying trends, recurring issues and learning opportunities arising from complaint investigations. What you'll need to succeed To be successful in this role, you will have experience inve