Customer Resolution Leader: Elevate Tenant Outcomes

Midland Heart is seeking a Customer Resolution Manager to lead a team focused on fair, timely, and code-compliant outcomes for tenants. You’ll own end-to-end casework from evidence requests to determinations and collaborate with Housing Ombudsman Service to drive learning across the organisation.

You will guide a high-performing team, ensuring quality controls align with the Complaint Handling Code, consumer standards and internal policy, while identifying trends to reduce escalations and

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