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- Tasks: Lead the review of complaints and manage communication with the Housing Ombudsman.
- Company: Eden Brown is a forward-thinking employer committed to equality and diversity.
- Benefits: Enjoy a hybrid work model with 2 days in the office and 3 days at home.
- Why this job: Make a real impact by driving change and improving customer experiences in housing.
- Qualifications: Experience in handling housing complaints and writing Stage 2 responses is essential.
- Other info: This is a rolling contract, offering flexibility and growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
*Rolling contract*
*Hybrid - 2 days office / 3 home*
*Housing*
The role:
- Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2.
- Take responsibility for managing all contact and communication with the Housing Ombudsman and customers including implementation of any improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code.
- Identify potential reputational risk and work with operational teams and the complaint manager to take mitigating action and ensure learning lessons are logged, tracked and monitored and prioritised by the business.
- Assist in the production of regular Complaint Reporting for stage 2 and ombudsman cases, providing information for the service and to the business, ensuring information captured is relevant, accurate and timely and can be used to drive change and transformation in the organisation.
Key Skills and experience:
- Must be experienced in handling housing complaints.
- Strong experience in writing Stage 2 complaint responses.
- Previous experience managing Housing Ombudsman complaints.
- Ability to respond to complaints efficiently and effectively.
Complaints Resolution Lead employer: Eden Brown
Contact Detail:
Eden Brown Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Resolution Lead
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding the nuances of this code will not only help you in your role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Network with professionals in the housing sector, especially those who have experience with complaints resolution. Engaging in conversations can provide insights and potentially lead to referrals that could strengthen your application.
✨Tip Number 3
Prepare examples of past experiences where you've successfully resolved complaints or improved processes. Being able to articulate these situations clearly will showcase your problem-solving skills and your ability to learn from challenges.
✨Tip Number 4
Stay updated on current trends and issues in the housing sector. This knowledge will not only help you in discussions during the interview but also show your proactive approach to understanding the environment you'll be working in.
We think you need these skills to ace Complaints Resolution Lead
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and skills required for the Complaints Resolution Lead position. Tailor your application to highlight your relevant experience in handling housing complaints and managing communications with the Housing Ombudsman.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your expertise in writing Stage 2 complaint responses. Use specific examples from your past experiences to demonstrate how you have effectively resolved complaints and implemented improvements.
Highlight Relevant Experience: In your CV, emphasise your previous roles related to housing complaints and any direct experience with the Housing Ombudsman. Make sure to include quantifiable achievements that illustrate your ability to manage complaints efficiently and effectively.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for the role of Complaints Resolution Lead.
How to prepare for a job interview at Eden Brown
✨Know Your Complaints Handling Process
Familiarise yourself with the complaints handling process, especially in housing. Be prepared to discuss specific examples of how you've managed complaints in the past, particularly at stage 2.
✨Demonstrate Your Communication Skills
Since the role involves significant communication with customers and the Housing Ombudsman, practice articulating your thoughts clearly. Prepare to showcase your ability to handle difficult conversations and maintain professionalism.
✨Highlight Your Experience with Reputational Risk
Be ready to discuss how you've identified and mitigated reputational risks in previous roles. Use concrete examples to illustrate your proactive approach and the impact of your actions.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential challenges you might face in this role and how you would address them, particularly regarding compliance with the Housing Ombudsman Complaint Handling Code.
