Ombudsman & Compensation Assistant
Birmingham City Council is seeking an Ombudsman & Compensation Assistant to ensure residents receive their entitled compensation and that complaints are managed effectively. This role involves assessing compensation requests, managing claims, and supporting the Council's commitment to fairness and service improvement.
Responsibilities
- 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
Skills
- 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
- Understanding of legislative requirements and regulatory frameworks in housing
- Awareness of local government processes and the role of regulatory bodies
- Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed
- A Disclosure and Barring Service (DBS) check will be undertaken
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