At a Glance
- Tasks: Lead a team to resolve tenant complaints and drive service improvements.
- Company: Midland Heart, a large housing organisation dedicated to tenant satisfaction.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Work on-site at least 3 days a week for collaborative success.
- Why this job: Make a real impact on tenants' lives by improving their experiences.
- Qualifications: Experience in complaints management and strong analytical skills required.
The predicted salary is between 42000 - 84000 € per year.
Location: Birmingham, B15 1LZ
Salary: circa £70,000 per annum
Hours: 35 per week
Contract Term: Permanent
We treat complaints as critical intelligence — not admin. They reveal where we fall short, where we must improve, and where swift action is needed to protect tenant trust.
We're looking for a high-calibre Complaints Manager who thrives in a regulated, demanding environment, is not afraid to challenge established ways of working and who brings the drive, resilience and leadership required to raise standards across our organisation. If you're the kind of leader who sees complexity as something to get stuck into — not shy away from — this is your opportunity to make a genuine impact across our organisation and on our tenant's lives.
The Role
You'll lead a team working at the sharp end of tenant experience: dealing with sensitive and often multifaceted issues that require strong judgement, calm decision-making and absolute professionalism. Responsibilities include, but aren't limited to:
- Set a high bar for complaints resolution, ensuring your team consistently delivers prompt, fair and well-evidenced outcomes that stand up to regulatory scrutiny, including the Housing Ombudsman's Code of Practice.
- Take ownership of the most complex and contentious cases, bringing clarity, balance and confidence to decision making.
- Use data to drive change — identifying patterns, root causes and systemic issues, then challenging senior leaders and service areas to act and improve.
- Lead the organisation-wide lessons-learned framework, driving change that improves services for thousands of tenants.
- Push our systems, processes and digital tools to be better, ensuring transparency, traceability and stronger decision-making.
About you
You won't be satisfied with simply ensuring compliance. You'll want to see evidence of improvement; proof that complaints are falling for the right reasons; and assurance that tenants feel heard and respected. You'll bring:
- Proven team leadership and management experience in complaints management within a complex regulated environment.
- Strong knowledge of housing legislation, regulatory standards and the Housing Ombudsman framework — or the capability to master it quickly.
- Sharp analytical capability and the ability to interpret complex data to tell a story, influence debate and highlight what needs to change.
- Professional courage: you can take tough decisions, stand by your reasoning, and navigate challenge with confidence.
Please be advised that, due to the high-profile of this role, you will need to be prepared to work on-site a minimum of 3 days per week.
Applications close midnight on 9th December 2025.
Interested? Applying is easy — simply click the apply button. You will be directed to our candidate portal, there you can see a link to the full Role Profile and submit a comprehensive CV, alongside a cover letter, clearly explaining why you're the ideal candidate for the job.
We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
No agencies please.
Complaints Manager in Birmingham employer: Midland Heart
Midland Heart is an exceptional employer that prioritises employee growth and development within a supportive and dynamic work culture. Located in Birmingham, we offer a competitive salary and a commitment to fostering a diverse workforce where every team member can thrive and make a meaningful impact on the lives of our tenants. Join us to be part of a dedicated team that values your contributions and encourages innovation in improving housing services.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaints management. Think about how you would handle complex cases and be ready to share your thought process.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to drive change in previous roles. Employers love candidates who can turn numbers into actionable insights.
✨Tip Number 4
Apply through our website! It’s the easiest way to get your application noticed. Make sure your CV and cover letter highlight your leadership experience and your passion for improving tenant experiences.
We think you need these skills to ace Complaints Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Complaints Manager role. Highlight your experience in complaints management and any relevant achievements that showcase your leadership skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've tackled complex complaints and driven improvements in previous positions. We love a good story!
Showcase Your Analytical Skills:Since data-driven decision-making is key for us, make sure to highlight your analytical capabilities. Discuss how you've used data to identify patterns and drive change in past roles. We’re looking for someone who can turn numbers into actionable insights!
Apply Through Our Website:Don’t forget to apply through our website! It’s the easiest way to submit your application and ensures we get all the info we need. Plus, you’ll find the full Role Profile there to help you tailor your application even further.
How to prepare for a job interview at Midland Heart
✨Know Your Stuff
Make sure you brush up on housing legislation and the Housing Ombudsman framework. Being able to discuss these topics confidently will show that you're serious about the role and understand the complexities involved in complaints management.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in challenging situations. Highlight your ability to make tough decisions and how you've driven improvements in past roles. This will demonstrate your capability to raise standards and manage a team effectively.
✨Data is Your Friend
Be ready to discuss how you've used data to identify patterns and drive change in previous positions. Bring specific examples of how your analytical skills have led to tangible improvements, as this aligns perfectly with the expectations of the role.
✨Emphasise Professional Courage
Think of instances where you've had to stand by your decisions despite challenges. Sharing these experiences will illustrate your professional courage and ability to navigate complex situations, which is crucial for a Complaints Manager.
