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 pay, hybrid working, and opportunities for professional development.
- Other info: Join a supportive team dedicated to compliance and best practices in housing.
- Why this job: Make a real difference in social housing by improving complaint handling and service quality.
- Qualifications: 2+ years as a Senior Complaints Investigator with strong communication and analytical skills.
The predicted salary is between 44796 - 54750 £ per year.
Job title – Stage 2 and Housing Ombudsman Lead Location – London (SE1) – Hybrid Working Contract – Full-time, Ongoing Temp Start Date – Asap Salary - £36.59 LTD P/H.
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
- #J-18808-Ljbffr
Stage 2 & Housing Ombudsman Leads employer: Service Care Solutions Ltd
As a Tribunal & Mediation Officer with our local authority, you will be part of a dedicated team committed to making a meaningful impact in the lives of children with special educational needs and disabilities. Our hybrid working model offers flexibility, allowing you to balance remote work with occasional office attendance in the vibrant South East, while our supportive work culture fosters professional growth and collaboration with various stakeholders. Join us to contribute to vital casework and dispute resolution, all while enjoying competitive remuneration and the opportunity to enhance your expertise in SEND legislation.
Contact Details:
Service Care Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Stage 2 & Housing Ombudsman Leads
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Service Care Solutions Ltd, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Service Care Solutions Ltd and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Stage 2 & Housing Ombudsman Leads
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Service Care Solutions Ltd and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Service Care Solutions Ltd
✨Get to Know Public Sector Values
Before your interview with Service Care Solutions Ltd, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Service Care Solutions Ltd.
