Contract to start ASAP

Duration: 12 weeks with a possible extension.

Job Purpose

To lead on the investigation of complex and high-level complaints, ensuring SHP remains compliant with the Housing Ombudsmans Complaint Handling Code.

You will use attention to detail to extract insights from case files, driving organisational learning and service recovery to improve the lives of our residents.

Responsibilities:

Case Management & Resolution

Lead Investigations: Take full ownership of complex cases, including Stage 1 and Stage 2 complaints, high-profile Member Enquiries (MEs), and formal Housing Ombudsman cases.

Direct Intervention: Proactively reduce escalations to Stage 2 and the Ombudsman through direct resident contact, negotiation, and early intervention to rebuild trust.

Remedy & Redress: Provide expert guidance to staff on achieving early settlements, strictly applying the Housing Ombudsmans Guidance on Remedies to ensure fair and consistent compensation

Action Tracking: Proactively monitor and record all committed actions from complaint outcomes to ensure they are completed, reducing the risk of repeat dissatisfaction.

Insight & Regulatory Compliance

Compliance Leadership: Work with the Customer Experience Lead to ensure SHP meets the Housing Ombudsman Complaint Handling Code, providing the evidence required for robust annual self-assessments.

Attention to Detail: Prepare thorough case files for the Ombudsman, ensuring 100% accuracy of information while interrogating cases files and Northgate NEC

Sector Research: Review the Ombudsmans Spotlight on... reports and other industry insights; collaborate with teams across SHP to benchmark our performance and embed

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

OR24346-03-26