Stage 2 & Housing Ombudsman Lead
Posted 2 weeks ago by Wandle
£44,000 Per year
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Stage 2 and Housing Ombudsman Lead is responsible for managing the relationship between Wandle and the Housing Ombudsman Service, focusing on the coordination and resolution of Stage 2 complaints. This role aims to enhance tenant trust through effective complaint management and high-quality responses. The position requires strong organizational skills and the ability to handle complex cases independently. The Lead will also provide guidance and support to ensure high standards of customer service are met.
Key Responsibilities:
- Serve as the main contact with the Housing Ombudsman Service.
- Oversee the full process for Stage 2 and Ombudsman complaints with swift, high-quality responses.
- Prepare and coordinate comprehensive case files and evidence packs.
- Advise on complex, high-risk cases and set complaint handling standards.
- Lead clear, compliant responses to Ombudsman enquiries and determinations.
Key Skills:
- Experience handling Stage 2 or complex complaints for a Housing Association.
- Deep understanding of the Housing Ombudsman Code.
- Able to work independently and manage your own caseload and conflicting deadlines.
- Ability to maintain strong organisation at all times.
- Strong coaching skills, with a desire to guide others to high levels of customer service.
Salary (Rate): £44,000.00 yearly
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Circa £44,000 per annum - 2 year FTC
Join Our Team as a Stage 2 and Housing Ombudsman Lead
The Stage 2 and Housing Ombudsman Leads are responsible for day to day contact between Wandle and the Housing Ombudsman Service, overseeing the coordination and delivery of all Stage 2 complaints and Housing Ombudsman cases. We are focused on re-building trusted relationships with our tenants through the creation of a new team, that will drive up the standards of complaint resolution here at Wandle.
What You’ll Do:
- Primary Liaison: Serve as the main contact with the Housing Ombudsman Service.
- Complaint Management: Oversee the full process for Stage 2 and Ombudsman complaints with swift, high-quality responses.
- Case Coordination: Prepare and coordinate comprehensive case files and evidence packs.
- Expert Guidance: Advise on complex, high-risk cases and set complaint handling standards.
- Response Leadership: Lead clear, compliant responses to Ombudsman enquiries and determinations.
What We’re Looking For:
- Experience: Experience handling Stage 2 or complex complaints for a Housing Association.
- Knowledge: Deep understanding of the Housing Ombudsman Code.
- Independent: Able to work independently and manage your own caseload and conflicting deadlines.
- Organised: Ability to maintain strong organisation at all times.
- Supportive: Strong coaching skills, with a desire to guide others to high levels of customer service.
Ready to make a real impact? Apply now and become a role model for exceptional service and customer care.
For more detailed information, see the Job Description attached.
Closing date: 29 JUNE 2025 at 11:59pm
Shortlisting: 30 JUNE 2025
Please note, Wandle is not able to support any visa sponsorship requests. You need to have the right to work in UK to be considered for this role.