At a Glance
- Tasks: Manage complaints, draft responses, and engage with stakeholders to resolve issues.
- Company: Join L&Q, a leader in social housing with a commitment to customer service.
- Benefits: Enjoy a great pension plan, generous leave, health benefits, and volunteering days.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real difference in people's lives by improving housing services.
- Qualifications: Knowledge of housing regulations and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
As a Housing Ombudsman Service (HOS) Support Officer at L&Q, you will manage and coordinate complaint case histories, draft comprehensive responses to Ombudsman enquiries, and ensure every request is tracked and actioned through strong stakeholder engagement. You will be the first point of contact for the Housing Ombudsman, managing correspondence and building trusted relationships.
Responsibilities
- Compile detailed complaint case histories and produce evidence-based responses to Housing Ombudsman requests.
- Deliver high-quality case files that support favourable outcomes for L&Q, mitigating risk and strengthening the organisation’s position in Ombudsman determinations.
- Analyze case data to ensure relevance and accuracy, identifying potential risks and opportunities for service improvement.
- Contribute to the development of the complaints process by monitoring trends, logging insights, and identifying areas for improvement that enhance customer experience and reduce future complaints.
- Collaborate with a wide range of internal and external stakeholders, including customers, to ensure informed, transparent, and effective complaint resolution.
Qualifications
- Knowledge of social housing regulations and the Housing Ombudsman Code.
- Experience handling complex legal or Ombudsman cases.
- Strong organisational skills with the ability to prioritise, track actions, and support team performance.
- Excellent written and verbal communication, confident in influencing stakeholders at all levels.
- Effective collaboration and delegation across teams and senior colleagues.
- Proven ability to analyse data and implement service improvements.
- Highly analytical, able to interpret and summarise complex information clearly.
- Proficient in Microsoft Office and related IT tools.
- Customer-focused with experience in delivering high-quality service.
- Experience in coaching or managing complex cases.
Benefits
- Excellent pension plan (up to 6% double contribution).
- 28 days Annual Leave rising to 31 days with length of service + Bank Holidays.
- Westfield Health Cash Plan.
- Non-contributory life assurance.
- Up to 21 hours volunteering paid days.
- Lifestyle benefits.
- Employee Assistance Programme and many more.
EEO Statement
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk.
Housing Ombudsman Service (HOS) Support Officer in Manchester employer: London and Quadrant Housing Trust
L&Q is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where your contributions directly impact the community. With generous benefits such as an excellent pension plan, extensive annual leave, and opportunities for volunteering, you will thrive in an environment that values collaboration and continuous improvement. Join us in our London location, where you can engage with diverse stakeholders and make a meaningful difference in the housing sector.
Contact Detail:
London and Quadrant Housing Trust Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Housing Ombudsman Service (HOS) Support Officer in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at L&Q on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaint management and stakeholder engagement. We recommend role-playing with a friend to build confidence and refine your responses.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to improve processes in past roles. We love seeing candidates who can turn numbers into actionable insights.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Housing Ombudsman Service (HOS) Support Officer in Manchester
Some tips for your application 🫡
Know the Role:Before you start writing, make sure you really understand what the Housing Ombudsman Service (HOS) Support Officer role involves. Dive into the job description and highlight key responsibilities and qualifications that resonate with your experience.
Tailor Your Application:Don’t just send a generic application! We want to see how your skills and experiences align with the specific requirements of the role. Use examples from your past that showcase your ability to handle complex cases and engage with stakeholders effectively.
Showcase Your Communication Skills:Since this role requires excellent written communication, make sure your application reflects that. Be clear, concise, and professional in your writing. Remember, this is your chance to demonstrate how you can influence and engage with various stakeholders.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at London and Quadrant Housing Trust
✨Know Your Stuff
Make sure you brush up on social housing regulations and the Housing Ombudsman Code. Being able to discuss these topics confidently will show that you're serious about the role and understand the landscape you'll be working in.
✨Showcase Your Communication Skills
Since you'll be managing correspondence and building relationships, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated with stakeholders in the past, especially in complex situations.
✨Demonstrate Analytical Thinking
Be ready to discuss how you've analysed data in previous roles. Think of specific instances where your insights led to service improvements or risk mitigation. This will highlight your ability to contribute to the development of the complaints process.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific complaint scenarios. Think through potential challenges you might face in the role and prepare structured responses that demonstrate your problem-solving skills and customer focus.
