Ombudsman & Compensation Assistant

We are looking for passionate, resident focused individuals who are motivated to make sure residents what they are entitled to. As a social landlord of over 55,000 units, we know that things may go wrong from time to time. We are looking for officers who are passionate about making sure complaints get managed properly, residents are compensated based on the experiences they have had and that there is a dedication to put things right. As a landlord, we want to treat all of our residents with fairness and respect, this role is vital in terms of making this happen. We are looking for individuals who can show attention to detail, are resident focused and most importantly and reliable and trustworthy. This is a key role responsible for assessing compensation requests from residents and ensuring appropriate remedies are delivered in a fair, timely and empathetic way. You will play an important part in supporting the Council's commitment to fairness, respect and service improvement by managing compensation claims, including those directed by the Ombudsman and Local Government and Social Care Ombudsman.,

• Assess and respond to resident compensation claims with clear, evidence-based decisions.
• Ensure compensation payments directed by regulatory bodies are made accurately and within required timescales.
• Provide a high standard of customer service, acting sensitively in situations involving resident distress or inconvenience.
• Manage a caseload of compensation cases, maintaining accurate records of decisions and communications.
• Work collaboratively with operational and corporate colleagues to gather information and support case assessments.
• Respond promptly to reduce escalation and potential further Ombudsman involvement
• Identify and escalate service issues where necessary to help prevent future service failure.
• Use data and feedback to support improved outcomes for residents.
  
  A track record of effective decision-making, particularly in relation to financial matters.
• Experience managing competing priorities in a busy environment.
• Experience of working empathetically with residents or customers., Strong communication skills, both written and verbal.
• Ability to build effective working relationships across services.
• Excellent organisational skills, with the ability to prioritise conflicting deadlines.
• High attention to detail, particularly when assessing compensation claims.
• Ability to work with sensitive and complex cases, including vulnerable residents.
Knowledge
• Understanding of legislative requirements and regulatory frameworks in housing.
• Awareness of local government processes and the role of regulatory bodies.
  
  Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence.
There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:
• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.
We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.