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Resolution Business Partner

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360 Resourcing Solutions

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Location:
United Kingdom , Birmingham

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

56385.00 GBP / Year
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Job Description:

Exciting Career Opportunity at Citizen! Are you a driven professional seeking to make an impact in Social Housing? With over fifty years of experience, we have grown to become one of the UK's leading social housing providers. Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns. Find out more about the work we do here: Citizen Position: Resolution Business Partner Salary: £56,385 Location: 4040 Lakeside, Birmingham Business Park, Birmingham, B37 7YN (hybrid, 2 days in the office) Basis: Permanent Type: Full-Time, Monday – Friday, 37 Hours Per Week Manager's Quote: We want customers to feel listened to, respected, and confident in our services. Our Resolution Business Partners are central to that ambition placing customer excellence at the heart of resolution, learning, and long-term service improvement. It's a people-centred, strategic role that supports teams to resolve complex issues fairly, learn from feedback, and continuously improve how we serve our customers.

Job Responsibility:

  • Lead, coach and support the Feedback and resolution team ensuring effective case management and professional development
  • Work collectively with the innovation and service quality lead to identify potential risks and prevent recurrence through proactive measures
  • Conduct regular performance reviews, spot checks, and audits of casework and correspondence to ensure quality and compliance
  • Ensure all activities comply with Consumer Housing Standards, the Housing Ombudsman's Complaint Code, and internal policies
  • Ensure consistency and accountability by documenting resolutions, agreements and follow-up actions
  • Foster a culture of learning, resolution, and proactive problem-solving within the team and across the business
  • Work closely with senior stakeholders to align strategies, processes and decisions with organisational goals
  • Support cross-functional collaboration and escalation management, implementing structured processes to ensure timely effective outcomes
  • Advise senior leaders on emerging issues, risks, and recommendations for policy or process changes
  • Support the delivery of the Customer Experience Strategy and contribute to wider organisational objectives

Requirements:

  • Relevant degree or professional qualification and/or substantial experience in complaints management or housing services
  • Formal qualifications in complaint handling, customer service, or investigations
  • Ideally achieve relevant professional qualification e.g. NVQ Level 3 in Customer Service
  • or management
  • In-depth knowledge of the Housing Ombudsman's Complaint Handling Code, relevant social housing legislation, data protection, and equality frameworks
  • Understanding of complaint processes, complaints data analysis, and translating insights into service improvement
  • Capability to present findings and recommendations to senior leadership or customer panels
  • Management qualification or proven line-management experience
What we offer:
  • Annual leave starts at 26 days per year plus bank holidays
  • Annual leave purchase scheme – option to buy up to an additional 5 days per year
  • Enhanced family leave (maternity, paternity and adoption)
  • Organisational sick pay
  • Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match
  • Health and Wellness: Comprehensive health insurance and wellness programs
  • Flexible working hours and generous leave policies
  • Access to training programs and career development resources

Additional Information:

Job Posted:
May 03, 2026

Expiration:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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