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 quality and compliance in social housing.
- Why this job: Make a real difference in housing services while enhancing your complaint management skills.
- Qualifications: 2+ years in complaints management, strong communication, and analytical skills required.
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
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
Stage 2 complaints Lead employer: Service Care Solutions
Join a forward-thinking housing provider in South London, where you will play a pivotal role in enhancing service quality and compliance as the Stage 2 and Housing Ombudsman Lead. With a commitment to employee development and a supportive hybrid working environment, we offer competitive salaries and opportunities for professional growth, making this an ideal place for those seeking meaningful and rewarding employment in the social housing sector.
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 role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the Housing Ombudsman Code of Practice thoroughly. Be ready to discuss how your experience aligns with their standards and how you can drive service improvements in the role.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family, focusing on your ability to handle complex complaints and provide expert guidance. This will help you feel more confident when it’s your turn in the hot seat.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Stage 2 complaints Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your background in managing Stage 2 and Housing Ombudsman complaints, as this will show us you're a great fit for the role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about this position. Share specific examples of how you've driven quality and compliance in previous roles, and how you can bring that expertise to our team.
Showcase Your Communication Skills:Since excellent written communication is key for this role, make sure your application is clear and concise. Use professional language, but don’t be afraid to let your personality shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Service Care Solutions
✨Know Your Stuff
Make sure you’re well-versed in the Housing Ombudsman Code of Practice. Brush up on the key principles and recent changes, as this will show your commitment to compliance and service improvement.
✨Prepare Real-Life Examples
Think of specific cases where you've successfully managed Stage 2 complaints or dealt with complex issues. Be ready to discuss your approach, the challenges you faced, and the outcomes. This will demonstrate your expertise and problem-solving skills.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is essential for this role, practice articulating your thoughts clearly. You might even want to prepare a brief presentation on a relevant topic to showcase your ability to convey information effectively.
✨Ask Insightful Questions
Prepare some thoughtful questions about the organisation’s current complaint handling processes or their goals for improvement. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
