Accessibility and Inclusion Manager

Accessibility and Inclusion Manager 12 months Fixed Term Contract (secondment welcome) Great opportunity to use your Accessibility and Inclusion expertise to help ensure our services offer a positive customer experience for all our customers (residents). 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 our Accessibility and Inclusion Manager, you will review customer accessibility to our front end services, making proposals for change, implementing these and developing a forward plan (including projected budget implications and project plans) and the necessary supportive guidance for us to continue to enhance the accessibility and inclusivity of our services to customers on an ongoing basis. Specifically, you will: Provide overall subject expert leadership, coordination, development, review and assessment of customer facing services, tools (including digital), policies, access matters and how this affects our service delivery to customers. Lead on the servicing of, and reporting to, the Accessibility Expert Panel. Develop insight for the Senior Leadership Team on the delivery of improved tools, policies etc to provide enhanced accessibility and inclusion for customers in using our services. Champion an organisational culture that values the customer experience and increasing access to our services. Lead on designated Inclusivity and Accessibility related projects as agreed with the Director for Quality, Engagement & Development and monitor implementation. For this key role, you have an in depth understanding of Equality, Diversity and Inclusion law as it applies to Government bodies and across the social housing sector. Your track record will demonstrate your subject expert leadership, including the review and assessment of customer facing services, tools (including digital and phone-based), policies, access matters and how this affects service delivery to customers. You will be knowledgeable about the effective design and delivery of services aimed at providing a positive customer experience, with proven experience of project managing the delivery of services, monitoring impact and evaluating success.