Service Complaints Investigator (x 2) – Housing Ombudsman Careers

Service Complaints Investigator (x 2)


Job details

Home-based – all our roles are available office-based, hybrid or home-based

Full time


£41,375.76 plus excellent benefits

Closing date:
9 January, 2023 9:00 pm

Service Complaints Investigator (x 2)

Opportunity to use your experience of working in, or understanding of, internal quality standards / internal complaints procedures to play a key part in the Ombudsman’s internal complaints process and Quality Team activities.

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.

As a Service Complaints Investigator, you will investigate complaints about the Ombudsman’s service efficiently, effectively and fairly. You will decide on appropriate remedies and ensure those remedies are properly delivered.

You will need strong interpersonal skills and be able to maintain good working relationships across the organisation, as you will be required to sensitively communicate the outcome of service complaints to your colleagues.

You will also actively consider what organisational learning and improvements can be identified from the service complaints you investigate and support the Quality Manager’s learning review activities in that regard.

You will work in line with our quality standards, policy jurisdiction, guidance and dispute resolution principles.

In addition to your proven dispute resolution and complaint handling skills, your track record will evidence your ability to deliver against set targets and KPI’s; your active listening skills and your ability to communicate clearly, avoiding jargon or criticism. You will possess an understanding of internal quality standards / internal complaints procedures, with knowledge of the role of an ombudsman being advantageous.

It’s an exciting time to join us and to contribute your skills to the evolution of this ambitious, influential and growing organisation.

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.

For further details, please download the information pack.

CLOSING DATE: 23.59 on Sunday, 15th January 2023.

PLEASE NOTE:  Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). We will close this campaign if / when we receive 200 applications. We therefore strongly recommend applying as soon as possible.

Short-listed candidates will be asked to carry out an assessment exercise, via email, on the 24th or 25th January. Candidates who are successful at this stage will be asked to attend (via Teams) an interview on 31st January or 1st February.

We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.

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