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- Tasks: Manage Housing Ombudsman communications and improve complaint handling processes.
- Company: Join a not-for-profit housing association dedicated to making a difference.
- Benefits: Enjoy 25 days annual leave, pension scheme, and wellbeing support.
- Why this job: Make a real impact in a role that fosters inclusivity and growth.
- Qualifications: NVQ3 in business administration or customer service; experience in regulated sectors.
- Other info: Dynamic team environment with opportunities for personal and professional development.
The predicted salary is between 32887 - 34617 £ per year.
Overview
We are seeking a HOS Performance Improvement Officer to join our team in Hull. The role sits within the HOS Team which currently consists of 6 Performance Improvement Officers who are responsible for the day to day management of our relationship with the Housing Ombudsman through effective and timely management of enquiries, investigations and determinations. It also is responsible for actively implementing our complaints learning framework and engaging with colleagues across the business.
Responsibilities
- Ensuring timely and accurate coordination of all Housing Ombudsman communications
- Being responsible for assigned Housing Ombudsman cases and ensuring compliance to orders made by the regulator
- Preparing Housing Ombudsman Investigation Packs
- Attending regular meetings and facilitating sessions with operational management teams to discuss complaints, improvement opportunities and service failures – ensuring that learning opportunities are acted upon
- Staying up to date with changing guidance, best practice and information from the sector, including the Housing Ombudsman and Regulator of Social Housing. Provide updates, briefing and presentations as required, and ensure relevant procedures and flagged for review
- Acting as a central point of expertise in relation to the legislative and regulatory approach to complaints handling also ensuring that all service areas are aware of complaints and enquiry handling requirements providing support, coaching and training as required
- Engaging with resident panels and groups, providing insight and information regarding complaint performance and drivers that enable effective resident scrutiny and identify improvement opportunities
Qualifications
- NVQ3 in relevant area e.g. business administration, customer service
- Knowledge and experience of working within a regulated sector/industry
- Working knowledge and experience of CRM systems, all windows applications
- Proven experience analysing and diagnosing complex problems and implementing effective solutions
- Experience in completing detailed and complex investigations
- Knowledge and experience of the Housing Ombudsman Service and or Regulator of social housing
- Excellent analytical skills with proven ability to make sound, common sense judgements
- Excellent written and oral communication skills
- Excellent time management skills
- Ability to provide constructive feedback to colleagues to support continuous improvement and staff development
View more detail about what it\’s like to work for our organisation, and what we offer on our Sanctuary careers pages at: www.sanctuary.co.uk/join-our-team
Diversity and Inclusion
Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers\’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary\’s commitment to our Disability Confident employer status. Building Equality and Diversity Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers. We work closely with the Home Office in order to prevent illegal working. Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.
We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people\’s lives.
Benefits
As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:
- 25 days annual leave (rising to a maximum of 30 days) plus public holidays
- A pension scheme with employer contributions from Sanctuary
- Life Assurance
- Employee Advice Service including counselling
- Cycle to Work scheme
- Voluntary health plans
- Employee discounts
- Wellbeing support and tools
- Employee recognition scheme
- Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
- Role salary is £32,887 (rising to £34,617 after 12 months, subject to satisfactory performance)
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HOS Performance Improvement Officer employer: Sanctuary Group
Contact Detail:
Sanctuary Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land HOS Performance Improvement Officer
✨Tip Number 1
Get to know the company! Research Sanctuary Housing and understand their values, especially around diversity and inclusion. 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. This can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to performance improvement and complaints handling. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your relevant experience.
✨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 serious about joining the Sanctuary team!
We think you need these skills to ace HOS Performance Improvement Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the HOS Performance Improvement Officer role. Highlight your relevant experience, especially in regulated sectors and your knowledge of the Housing Ombudsman Service. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your excellent written and oral communication skills in your application. Use clear and concise language, and don’t forget to proofread for any typos or errors. We appreciate attention to detail!
Highlight Problem-Solving Experience: We’re looking for someone who can analyse complex problems and implement effective solutions. In your application, share specific examples of challenges you've faced and how you tackled them. This will show us that you have the analytical skills we need.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, you’ll find all the info you need about working with us there!
How to prepare for a job interview at Sanctuary Group
✨Know Your Stuff
Make sure you brush up on the Housing Ombudsman Service and the Regulator of Social Housing. Familiarise yourself with their guidelines and best practices, as this will show that you're serious about the role and understand the landscape you'll be working in.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've analysed complex problems and implemented effective solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewers to see your thought process.
✨Engage with the Team
Since the role involves working closely with colleagues and resident panels, be ready to talk about your experience in collaboration and communication. Highlight any instances where you've facilitated discussions or provided constructive feedback to improve processes.
✨Time Management is Key
Demonstrate your ability to manage multiple tasks effectively. Share examples of how you've prioritised your workload in previous roles, especially when dealing with tight deadlines or complex cases. This will reassure them that you can handle the demands of the position.
