Case Officer Team Leader

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 organ...