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- Tasks: Manage complaints, draft responses, and engage with stakeholders to ensure fair outcomes.
- Company: Leading housing association dedicated to quality homes and community support.
- Benefits: Generous leave, pension plan, health cash plan, and volunteering days.
- Why this job: Make a real difference in people's lives while promoting fairness and accountability.
- Qualifications: Knowledge of housing regulations and experience in handling complex cases.
- Other info: Join a diverse team committed to inclusion and personal growth.
The predicted salary is between 36000 - 60000 £ per year.
At L&Q, we\’re committed to delivering fair and transparent outcomes for our residents. Reporting to the Housing Ombudsman Service (HOS) Team Leader, you\’ll play a vital role in managing and coordinating complaint case histories, drafting clear and comprehensive responses to Ombudsman enquiries, and ensuring every request is tracked and actioned through strong stakeholder engagement. You\’ll be the first point of contact for the Housing Ombudsman, managing correspondence and building trusted relationships. With a solid understanding of legislation and regulatory frameworks, you\’ll ensure compliance and auditability across all cases, while confidently reviewing decisions and challenging outcomes where needed. Are you a detail-driven professional with a passion for fairness and accountability? Do you thrive in a role where diplomacy, stakeholder management, and independent working are key? If so, we\’d love for you to bring your expertise to our collaborative and values-led Customer Resolution Team. If this sounds like you, we would love for you to apply!
Responsibilities
- Compile detailed complaint case histories and produce comprehensive, evidence-based responses to Housing Ombudsman requests, ensuring accuracy, clarity, and compliance.
- Deliver high-quality case files that support favourable outcomes for L&Q, mitigating risk and strengthening the organisation\’s position in Ombudsman determinations.
- Analyse 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
- In-depth 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.
Company Overview
We\’re one of the UK\’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people\’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life. 250,000 people call our properties \’home\’, and we\’re proud to serve diverse communities across London, the South East and North West of England. L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
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.
- Many more.
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Housing Ombudsman Service (HOS) Support Officers - 7223 employer: L&Q Group
Contact Detail:
L&Q Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Ombudsman Service (HOS) Support Officers - 7223
✨Tip Number 1
Get to know the company inside out! Research L&Q's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to stakeholder management and complaint resolution. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your relevant experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression and shows your enthusiasm for joining the Customer Resolution Team at L&Q.
We think you need these skills to ace Housing Ombudsman Service (HOS) Support Officers - 7223
Some tips for your application 🫡
Know the Role Inside Out: Before you start writing, make sure you really understand what the Housing Ombudsman Service Support Officer role entails. Dive into the job description and highlight key responsibilities and skills. This will help us see how your experience aligns with what we're looking for.
Tailor Your Application: Don’t just send a generic application! Make it personal by tailoring your CV and cover letter to reflect the specific requirements of the role. Use the same language as the job description to show us you’re a perfect fit for our team.
Showcase Your Skills: Highlight your relevant experience, especially in handling complaints and stakeholder management. We want to see examples of how you've successfully navigated complex cases and contributed to service improvements. Be specific!
Apply Through Our Website: When you're ready to submit your application, make sure to do it through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at L&Q Group
✨Know Your Legislation
Make sure you brush up on social housing regulations and the Housing Ombudsman Code before your interview. Being able to discuss these topics confidently will show that you understand the framework you'll be working within, which is crucial for the role.
✨Showcase Your Communication Skills
Since you'll be drafting responses and managing correspondence, it's essential to demonstrate your written and verbal communication skills. Prepare examples of how you've effectively communicated with stakeholders in the past, especially in challenging situations.
✨Be Detail-Driven
This role requires a keen eye for detail, so come prepared with examples of how you've managed complex cases or data analysis in previous positions. Highlight your organisational skills and how they contributed to successful outcomes.
✨Emphasise Collaboration
You'll be working with various internal and external stakeholders, so it's important to showcase your ability to collaborate effectively. Share experiences where you've successfully worked as part of a team to resolve issues or improve processes.