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.