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 quality and compliance.
- Benefits: Competitive salary, hybrid working, and opportunities for professional development.
- Other info: Join a supportive team with a commitment to best practices and continuous learning.
- Why this job: Make a real difference in service improvement and compliance within social housing.
- 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
- 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
- CIH qualification
- Experience delivering internal training or workshops
Stage 2 complaints Lead employer: Service Care Solutions Ltd
Join a forward-thinking housing provider in South London, where your expertise as a Stage 2 and Housing Ombudsman Lead will be valued and impactful. With a commitment to quality and compliance, we foster a collaborative work culture that prioritises employee growth through continuous learning and development opportunities. Enjoy the flexibility of hybrid working while contributing to meaningful improvements in social housing services.
Contact Details:
Service Care Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Stage 2 complaints Lead
✨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. Mention something specific from your conversation to show your genuine interest in the role.
We think you need these skills to ace Stage 2 complaints Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Stage 2 and Housing Ombudsman Lead role. Highlight your experience with Stage 2 complaints and your understanding of the Housing Ombudsman Code of Practice. We want to see how your skills match what we're looking for!
Showcase Your Experience:When detailing your previous roles, focus on your achievements in managing complaints and any improvements you've driven. Use specific examples that demonstrate your analytical skills and problem-solving abilities. This will help us see the impact you've made in your past positions.
Be Clear and Concise:In your written application, clarity is key! Use straightforward language and avoid jargon where possible. We appreciate a well-structured application that gets straight to the point while still showcasing your personality and passion 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 the role. Plus, it makes the whole process smoother for everyone involved!
How to prepare for a job interview at Service Care Solutions Ltd
✨Know Your Stuff
Make sure you’re well-versed in the Housing Ombudsman Code of Practice. Brush up on your knowledge about Stage 2 complaints and the specific responsibilities of the role. This will not only show your expertise but also demonstrate your genuine interest in the position.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully managed complex complaints or led a team through challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experience clearly and effectively.
✨Showcase Your Analytical Skills
Be ready to discuss how you conduct root cause analysis and identify trends in complaints. Prepare to share examples of how your analytical skills have led to service improvements in previous roles. This is crucial for demonstrating your ability to drive quality and compliance.
✨Engage with Questions
Prepare thoughtful questions to ask the interviewers about their current challenges and goals regarding complaint handling. This shows that you’re proactive and genuinely interested in contributing to their success. Plus, it gives you insight into whether the company culture aligns with your values.
