Complaint Handling Code Specialists (Duty to Monitor Leads and Officers)
THIS JOB HAS NOW CLOSED
Job details
Location:
Home-based – all our roles are available office-based, hybrid or home-based
Hours:
Full time
Contract:
Permanent
Salary:
£39,603 (Officers) to £49,762 (Leads)
Closing date:
27 March, 2024 11:59 pm
Complaint Handling Code Specialists (Duty to Monitor Leads and Officers)
A rewarding opportunity to use your experience of assessing compliance against set standards (the Complaint Handling Code) to contribute to ensuring and extending fairness in complaint handling across the social housing sector.
The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services.
Complaint Handling Code Specialists, specifically Duty to Monitor Leads and Duty to Monitor Officers, are based within the Duty to Monitor function of the Housing Ombudsman Service. This team sits within the Quality, Engagement and Development directorate. The Duty to Monitor team is responsible for monitoring landlords’ compliance with the Complaint Handling Code and for carrying out activities to extend fairness in complaint handling across the social housing sector.
Complaint Handling Code Specialists will significantly contribute to the delivery of HOS’ legal duty to monitor compliance in an independent, robust and efficient way. This will involve:
- assessments of landlords’ compliance with the Complaint Handling Code, taking a fair, evidence based and proportionate approach;
- making effective decisions and orders based on robust findings that ensure compliance with the Complaint Handling Code and drive change to landlords’ complaint handling; and
- building and managing effective relationships with key stakeholders in order to drive changes in complaint handling across the social housing sector.
For these key roles, you will possess:
- experience of assessing compliance against set standards, ideally gained within the social housing sector;
- proven experience in impartial and evidence-based report writing and decision making;
- a track record of operational policy development and application; and
- proven portfolio / account management approach to stakeholder/senior stakeholder engagement.
For the Lead role, you will additionally require a successful track record in training, mentoring and / or coaching of others, with proven stakeholder engagement at the most senior levels.
In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35 hour working week.
It’s an exciting time to join us and to contribute your skills to the evolution of our ambitious, influential and growing organisation.
For further details about both roles, please download the information pack.
CLOSING DATE: 23.59 on Wednesday 27th March 2024.
PLEASE NOTE: Due to the unprecedented level of interest in our vacancies, we reserve the right to close the recruitment process to new applications without warning if / when we receive 300 applications. We therefore strongly recommend applying as soon as possible.
We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.