Insight & Systemic Manager

Opportunity to use your proven investigatory skills to identify systemic issues and recommend improvements to the sector and so make a difference for millions of households. The Housing Ombudsman Service provides independent, impartial and fair dispute resolution 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. The Housing Ombudsman Scheme enables further investigation into systemic issues that apply more widely than a single complaint. Reporting to the Head of Insight & Development, as Insight & Systemic Manager, you will be responsible for delivering this area of work, which includes Spotlight reports and special investigations into individual landlords. Leading a small team, you will provide direction and leadership for systemic investigation into the wider and deeper issues driving complaints to provide recommendations to improve the sector, including the issuing of Good Practice and wider orders. You will also be responsible for coordinating the content for Insight reports and other external publications highlighting the work of the Ombudsman, including the content for our Centre for Learning programme of externally facing events. The role may include delivery of external presentations on the work of the Insight & Development team and the wider work of the Ombudsman. Specifically, you will be responsible for: Leading the delivery of a suite of systemic investigations and external reports Managing the relationship with key partners, including landlords, ensuring actions are taken at the appropriate level to address recommendations Monitoring and reporting on the impact of our systemic investigations Line management of a team of systemic investigators and officers Acting as a member of the directorate management team Identifying opportunities for issuing Good Practice and wider orders Identifying key content for our Centre for Learning Your track record will demonstrate your ability to manage a team and to successfully deliver business change programmes resulting in measurable and embedded improvements in service delivery and performance. An understanding of the role of an ombudsman and/or a regulatory environment will be particularly helpful in helping to maximise the team’s impact. Your excellent written and spoken communication skills will be key in ensuring the Service is viewed as an authoritative source of data and knowledge across the sector.