HOUSING OMBUDSMAN SERVICE-1

With increasing numbers of residents requesting our support to investigate and help resolve their complaints, we're substantially adding to our team of Investigators. The Investigator role sits within the Dispute Resolution function which is responsible for conducting fair, impartial and independent investigations into complaints brought to the Ombudsman by residents. Using attention to detail, logical and inquisitorial thinking, Investigators assess landlord responses to complaints against policy, procedure, legislation and any relevant good practice and make decisions about the landlord's handling of the substantive issue of complaint and its complaint handling. With clear, concise and plain language skills Investigators communicate the outcome of decisions, orders and recommendations to all involved parties within an appropriate timescale, ensuring that work is of a high quality and meets our casework standards. Working independently and using your own initiative, you will use your investigative skills and excellent customer care skills to investigate housing complaints within the jurisdiction of the Housing Ombudsman. You will define the outstanding issues of complaint and write clear and concise investigation reports. A proportion of our residents are vulnerable and you will be responsible for guiding them through the process. On completion of the investigation, you will use guidance and insight to make appropriate recommendations that put things right for the resident where there has been a failure. You will also use your insights and experience to make creative but reasonable recommendations to influence the future of the landlord's complaint handling where improvements are identified. In addition, Investigators are responsible for sharing knowledge and insight gathered from their caseload to ensure that best practice and areas for improvement are identified and addressed. For this key remit, you must offer: proven experience of completing independent investigations, independently and at pace, and producing balanced decisions and final reports for customers / stakeholders; and proven experience of working in the social housing sector, a regulator or an ombudsman. You'll also need excellent communication skills, including the proven ability to actively listen to customers, including those that are vulnerable. Housing law knowledge will be an asset, though it is your ability to reach fair findings within a high volume, fast-paced and target driven environment that is essential. 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. Roles available on a full-time or a part-time (17.5 hours per week) basis. It's an exciting time to join us and to contribute your skills to improving residents' lives and landlords' services. For further details, please click apply and download the information pack. CLOSING DATE: 23.59 on Sunday 10th August 2025. We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.

Opportunity to use your customer insight experience to ensure service complaints are effectively investigated and resolved, key insights identified, and recommendations shared to improve organisational performance and service quality. 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 Customer Insight Lead , you will report to the Customer Insight Manager (CIM) and work alongside several Service Complaints Investigators and a Customer Insight Support Officer. You will play a key part in the Ombudsman's internal complaints process and support the CIM with the appropriate deployment of staff to meet service level agreements and quality standards of the day-to-day running of the service complaints function. You will contribute to the development of guidance and processes for the team through analysing feedback and insight and assist on projects relating to customer satisfaction and quality management across our organisation. Specifically, your responsibilities will include: Contributing to the operational delivery of service complaints investigations and outcomes, ensuring they are completed within our timeliness performance indicators and meet our agreed quality standards; Delivering, recording, reporting, and developing management information. Identifying themes and trends, considering continuous improvement opportunities, to feed into the quality improvement cycle; Supporting the CIM with overseeing workloads, mentoring, coaching, accrediting new team members, and quality checking team and individual outputs; and Managing a caseload of escalated Stage 2 service complaint investigations. In addition to your proven internal complaints / quality standards experience, your track record will evidence your ability to support, coach and mentor team members to deliver against set targets, KPIs and quality standards. Your ability to communicate clearly, avoiding jargon or criticism, both orally and in writing will be key, as will your ability to analyse data and present evidence-based service improvement insights. 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 click apply and download the information pack. Please note that we have two vacancies - one permanent and one on the basis of a 12 month fixed term contract. If you only wish to be considered for the permanent role, please state as much within your supporting statement. Given that this role was advertised within the last six months, we request that candidates who applied to this role in October 2024 do not apply on this occasion. CLOSING DATE: 23.59 on Sunday 9th March 2025. 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 150 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.