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Housing complaints resolution lead
Job Posted: 7 hours ago
Salary: £ 27.5 - 36.5 / Hour
Job Type: Permanent Contract , Temporary
Location: London
Expire in: a month
Job Description
Role: Housing complaints resolution lead
Contract: 3-6 months with likely extension
Location: Central London and Hybrid (3 days from home)
Pay rate: Up to £36.34 per hour umbrella
This is a new role and aims to give a positive resolution to residents who may have had a poor experience and deliver positive and responsive closure to their complaint. You’ll work with teams who deliver the service to ensure that escalated complaints are resolved and that the risk of adverse findings are reduced. You’ll also be responsible for managing the relationship with the Housing Ombudsman Service and advising the business on ways to better service customers and remain compliant.
• Demonstrate a personal commitment and responsibility for the business to provide a highly resolution-based service, aiming to advise and assist the business in resolving any escalated complaints at the second stage.
• Provide support to Heads of Service, Service Directors and managers at the review stage of the process, including drafting complex response letters.
• Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2.
• Assist in the production of regular Complaint Reporting for stage 2 and ombudsman cases, providing information for the service and to the business, ensuring information captured is relevant, accurate and timely and can be used to drive change and transformation in the organisation.
• Take responsibility for managing all contact and communication with the Housing Ombudsman and customers including implementation of any improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Identify potential reputational risk and work with operational teams and the complaint manager to take mitigating action and ensure learning lessons are logged, tracked and monitored and prioritised by the business.
Criteria:
Extensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints.
• Great attention to detail and a result driven approach.
• Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints.
• Exceptional communication and interpersonal skills to build rapport with customers, regulators and internal stakeholders.
• Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards.
• Knowledge and experience of communication to the Housing Ombudsman or other Ombudsman service
• Experience of working with complaints in the housing sector
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