Case Officer Team Leader

Salary: £36,787 per annum

Location: Flexible - able to travel across our operating region

Hours: 37 hours per week

Position Type: {Advertised Full Time / Part Time}

Expiry Date: 06/07/2026 23:59

The Vacancy

Aster Group are offering an exciting opportunity for a Case Officer Team Leader to join our Complaints and Learning team.

This is a key leadership role where you’ll shape how we deliver our complaints service. You’ll lead a team of Case Officers, overseeing performance, setting standards and coaching colleagues to deliver consistently high quality, fair and customer focused outcomes.

Working alongside the Complaints Manager, you’ll ensure complaints are handled in line with the Housing Ombudsman Complaint Handling Code, with clear accountability for quality, consistency and compliance. You’ll provide oversight of casework, support complex and high-risk complaints, and act as an escalation point to help resolve challenging issues.

Beyond day-to-day delivery, you’ll use complaint insight to identify trends, influence service improvements and strengthen the customer experience. You’ll also build strong relationships across the organisation, providing guidance and constructive challenge to drive better outcomes for residents.

This role is about leadership, judgement and impact, ensuring we not only put things right, but learn and improve as an organisation.

What you’ll bring

You’ll bring experience of complaint handling within a housing or regulated environment, along with the confidence to lead, coach and support others to perform at their best.

You’ll have a strong understanding of the Housing Ombudsman Complaint Handling Code and be comfortable applying it in practice. You’ll be skilled at reviewing complex cases, making balanced decisions and providing clear, constructive feedback that drives improvement.

You’ll also be highly organised and resilient, able to manage competing priorities while maintaining a focus on quality, fairness and the customer experience.

This is a hybrid role, enabling you to base yourself from home if you wish.  Travel for the role be required from time to time so being able to travel within our operating region is important.
 

Our operating region includes Hampshire, Wiltshire, Somerset, Dorset, Devon, Cornwall and London.

What’s in it for me

We invest in our colleagues because we know if they have a better day at work, the service our customers receive will be better. The Aster Offer is our offer to our colleagues to ensure they have a great day at work and includes things like:

• Flexible working – whilst some roles need to be carried out in a specific place at a specific time, where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business’ needs
• A focus on colleague wellbeing – workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan
• We invest in colleagues’ careers and development through our leader and colleague development frameworks
• Defined Contribution Pension and attached life assurance
• Volunteering hours available to all colleagues to enable them to give back
• Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more
• Enhanced leave
• We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives

Ready to apply?

To apply, please use information provided in the advert and role profile to let us know why you’d be good for the job. Please submit a copy of your up-to-date CV along with a supporting statement.

We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do.

All candidates will be required to verify their right to work in the UK prior to commencement of employment with the Aster Group & it’s subsidiary brands.

The Company

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