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- Tasks: Lead the complaints process and drive continuous improvement for outstanding customer service.
- Company: Join Housing 21, a top-rated employer dedicated to social impact and employee development.
- Benefits: Enjoy flexible working, skill development, and a supportive workplace culture.
- Why this job: Make a real difference in people's lives while working in a passionate and innovative team.
- Qualifications: In-depth knowledge of social housing, RoSH regulations, and experience in project management required.
- Other info: Apply by 27 April; interviews on 30 April in Bristol.
The predicted salary is between 36000 - 60000 £ per year.
Location: Birmingham, Head Office
Hours: 35 hours per week/ 70 hours over two weeks (nine-day fortnight)
Closing date: 27th April
Interviews taking place in Bristol on 30th April
Looking for a role with real purpose that impacts on the lives of customers?
We’re seeking an experienced and passionate strategic partner to join our research and influence team. The team is focussed on improving outstanding customer service by integrating the Housing Ombudsman learning into our complaints work and influencing regulation and legislation.
You will bring strategic oversight to the complaints process across the organisation. Focussed on continuous improvement and compliance, you will embed learning, process change and consistency, to ensure we offer the best possible service to our customers.
Supporting the Head of Research and Influence producing board and annual reports, highlighting risk and providing assurance, you will be innovative, providing recommendations for improvements to keep us future fit.
Of course, you will need a thorough understanding of the Housing Ombudsman Complaint Handling Code, but you’ll also have a passion for social value, creating employee engagement across the organisation.
Curious to know more? If you’re looking for an opportunity where you can make a real difference at an organisation with a strong social purpose, take a look at the job description for further details.
What we are looking for:
- In-depth knowledge of the social housing sector
- Specialist knowledge of RoSH regulations and associated legislation/guidance
- Experience of designing, producing, and presenting quality performance reports to various stakeholder groups
- Experience of successfully managing or leading projects
- Experience of writing and producing guidance on complex matters
Closing date for applications 27 April, with interviews taking place in Bristol on 30 April.
Due to the nature of this role this advert may close earlier than the closing date listed if sufficient applications have been received. Please apply early to avoid disappointment.
About us
At Housing 21 we pride ourselves on being passionate about people and are committed to investing in those who work for us to help them to be the best they can be.
When you work for us, you will be joining an organisation that holds the Investors in People Platinum standard and was rated the UK’s third Best Place to Work in 2024 by Glassdoor. Our people are our foundation, and we know how important it is to support them to do what they do best, whether through flexible working, learning new skills or being part of a friendly and supportive workplace culture.
We are incredibly proud of the culture we have created and celebrate the positive difference we make to society. If you think you’re ready for a new challenge and able to make a difference, then come and join us.
Consultation & Complaints Partner employer: Housing 21
Contact Detail:
Housing 21 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Consultation & Complaints Partner
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in interviews but also demonstrate your commitment to improving customer service.
✨Tip Number 2
Network with professionals in the social housing sector. Attend relevant events or join online forums to connect with others who can provide insights and potentially refer you to opportunities within the industry.
✨Tip Number 3
Prepare to discuss your experience in managing projects and producing performance reports. Be ready to share specific examples that highlight your strategic oversight and ability to drive continuous improvement.
✨Tip Number 4
Showcase your passion for social value during the interview. Think of ways you can contribute to employee engagement and how your values align with those of Housing 21, as cultural fit is crucial for this role.
We think you need these skills to ace Consultation & Complaints Partner
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements. Highlight your relevant experience in customer service, strategic oversight, and knowledge of the Housing Ombudsman Complaint Handling Code.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the role. Emphasise your in-depth knowledge of the social housing sector and any project management experience you have.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for social value and your ability to influence regulation and legislation. Use specific examples from your past work to demonstrate how you can contribute to continuous improvement.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Housing 21
✨Understand the Housing Ombudsman Complaint Handling Code
Make sure you have a solid grasp of the Housing Ombudsman Complaint Handling Code. This knowledge will be crucial in demonstrating your expertise and how you can apply it to improve the complaints process.
✨Showcase Your Project Management Experience
Be prepared to discuss specific projects you've managed or led. Highlight your role, the challenges faced, and the outcomes achieved. This will show your ability to drive improvements and manage complex situations effectively.
✨Prepare Quality Performance Reports
Since the role involves producing performance reports, bring examples of reports you've created in the past. Discuss how you tailored them for different stakeholders and the impact they had on decision-making.
✨Demonstrate Your Passion for Social Value
Express your commitment to social value and employee engagement. Share any initiatives you've been involved in that align with these values, as this will resonate well with the organisation's mission.
