Investigator (x 20)

With increasing numbers of residents requesting our support to investigate and help resolve their complaints, we’re substantially increasing our team of Investigators over the next few months. As one of our Investigators, you’ll use your proven housing and / or ombudsman casework experience to impartially investigate complaints within our jurisdiction and communicate the outcome of your investigations. On completion, you will use guidance and insight to make appropriate orders that put things right for the resident where there has been a failure. Specifically, based within our dispute resolution function and using attention to detail, logical and inquisitorial thinking, you will 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, you will 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. For this key remit, you will offer the proven ability to analyse large volumes of complex information at pace in order to reach fair and balanced decisions. This skill may stem from your experience within the housing sector, an ombudsman, legal and / or regulatory body. You’ll need excellent communication skills, including experience in producing high quality written reports, as well as 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, compressed hours or a part-time basis. It’s an exciting time to join us and to contribute your skills to improving residents’ lives and landlords’ services.