Summary: The Complaints Resolution Lead is responsible for managing and reviewing housing complaints, particularly at stage 2, and ensuring compliance with the Housing Ombudsman Complaint Handling Code. This role involves communication with the Housing Ombudsman and customers, identifying reputational risks, and producing regular complaint reports to drive organizational change. The position is a rolling contract with a hybrid working arrangement.

Key Responsibilities:

• Lead on reviewing complaints and compensation at stage 2.
• Manage all contact and communication with the Housing Ombudsman and customers.
• Implement improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Identify potential reputational risks and work with operational teams to mitigate them.
• Assist in producing regular complaint reports for stage 2 and ombudsman cases.

Key Skills:

• Experience in handling housing complaints.
• Strong experience in writing stage 2 complaint responses.
• Previous experience managing Housing Ombudsman complaints.
• Ability to respond to complaints efficiently and effectively.

Salary (Rate): £35.41

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Other