At a Glance
- Tasks: Lead the handling of Stage 2 and Ombudsman complaints in a dynamic housing environment.
- Company: Reputable housing provider in South London with a focus on service improvement.
- Benefits: Competitive salary, hybrid working, and opportunities for professional development.
- Other info: Join a supportive team dedicated to compliance and best practices.
- Why this job: Make a real difference in social housing by improving complaint handling and service quality.
- Qualifications: Minimum 2 years' experience in complaints management and strong communication skills.
The predicted salary is between 44000 - 44000 £ per year.
Location – London (SE1) – Hybrid Working
Contract – Full-time, Fixed-Term 24 months
Start Date – Asap
Salary – £44,000 per annum
We are working with a housing provider in South London to recruit a Stage 2 and Housing Ombudsman Lead. You will act as the primary liaison with the Housing Ombudsman Service, overseeing Stage 2 and Ombudsman complaints. This is an excellent opportunity for an experienced complaints professional to drive quality, compliance, and service improvement within a regulated social housing environment.
Key Responsibilities
- Act as the lead contact for the Housing Ombudsman Service
- Manage end-to-end handling of Stage 2 and Ombudsman complaints
- Coordinate and prepare detailed case files and evidence packs
- Lead responses to complex and high-risk cases, including Ombudsman determinations
- Provide expert guidance to internal teams on complaint handling standards
- Conduct root cause analysis to identify trends and drive service improvements
- Deliver learning sessions to embed best practice across the organisation
- Ensure compliance with the Housing Ombudsman Code of Practice
- Monitor performance, outcomes, and complaint trends
About You
Essential
- Minimum 2 years’ experience as a Senior Complaints Investigator within a housing association
- Proven experience managing Stage 2 and Housing Ombudsman complaints
- Strong understanding of the Housing Ombudsman Code of Practice
- Experience preparing case files, evidence, and formal responses
- Excellent written and verbal communication skills
- Strong analytical and problem-solving ability
- Confident using case management systems
- Experience coaching or advising colleagues on complex complaints
Desirable
- CIH qualification
- Experience delivering internal training or workshops
Stage 2 complaints Lead in London employer: Service Care Solutions Ltd
As a leading housing provider in South London, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee development and well-being. Our hybrid working model offers flexibility, while our commitment to quality and compliance ensures that you will play a vital role in driving service improvements within the community. Join us to make a meaningful impact and grow your career in a dynamic environment dedicated to excellence in social housing.
Contact Details:
Service Care Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Stage 2 complaints Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a Stage 2 complaints Lead role.
✨Tip Number 2
Prepare for interviews by brushing up on the Housing Ombudsman Code of Practice. Be ready to discuss how you've handled complex complaints in the past, as this will show you're the right fit for the job.
✨Tip Number 3
Don’t just apply anywhere; focus on organisations that align with your values. Check out our website for roles that match your skills and experience, especially in social housing.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the Stage 2 complaints Lead position.
We think you need these skills to ace Stage 2 complaints Lead in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with Stage 2 and Housing Ombudsman complaints. We want to see how your skills align with the key responsibilities listed in the job description.
Showcase Your Expertise:Don’t hold back on detailing your experience as a Senior Complaints Investigator. We’re looking for someone who can manage complex cases, so share specific examples of your past successes in this area.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to demonstrate your excellent written communication skills, as this is crucial for the role.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Service Care Solutions Ltd
✨Know Your Ombudsman Inside Out
Make sure you’re well-versed in the Housing Ombudsman Code of Practice. Familiarise yourself with its key principles and how they apply to Stage 2 complaints. This will not only show your expertise but also demonstrate your commitment to compliance and service improvement.
✨Prepare Real-Life Examples
Think of specific cases you've handled that showcase your skills in managing complex complaints. Be ready to discuss how you coordinated case files, led responses, and provided guidance to teams. This will help illustrate your experience and problem-solving abilities.
✨Showcase Your Analytical Skills
Be prepared to talk about how you conduct root cause analysis and identify trends in complaints. Highlight any successful improvements you've implemented as a result. This will show that you can not only handle complaints but also drive positive change.
✨Practice Your Communication
Since excellent written and verbal communication is crucial for this role, practice articulating your thoughts clearly. You might even want to prepare a mock response to a complex complaint scenario. This will help you feel more confident during the interview.
