Ombudsman Case Worker - #2152003

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 investigating complaints, casework, appeals or customer escalations within a complex environment. You will possess strong analytical and problem-solving abilities, with the confidence to assess large volumes of information, evaluate evidence and reach balanced decisions.You will have excellent report-writing skills and experience producing detailed formal correspondence, investigation reports and recommendations. Strong communication and stakeholder management skills are essential, as you will be working with colleagues, residents, representatives and external bodies to resolve sensitive and complex matters.Experience within housing, local government, social housing, regulatory services or a similar environment would be highly advantageous. Knowledge of Housing Ombudsman processes, complaint handling frameworks, compensation assessments or housing legislation would be beneficial but is not essential for candidates with strong transferable investigation and case management experience. You will also have excellent organisational skills, attention to detail and the ability to manage a varied caseload while meeting strict deadlines.

What you'll get in return
In return, you will receive a competitive rate of £20.86 per hour Umbrella or £18.61 per hour PAYE plus holiday pay. You will benefit from a hybrid working arrangement and the opportunity to work within one of the UK's largest local authorities on meaningful and highly visible casework.This role offers the chance to develop and apply your investigative, complaint resolution and case management expertise while making a genuine impact on service improvement and customer outcomes. You will gain valuable experience working with complex housing complaints, regulatory requirements and Ombudsman investigations, with the opportunity to contribute to positive change across Birmingham City Council's housing services.

What you need to do now
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