Stage 2 complaints Lead
Service Care Solutions
Location – London (SE1) – Hybrid Working
Contract – Full-time, Fixed-Term 24 months
Start Date – Asap
Salary - £44,000 per annum
We are working with a housing provider in South London to recruit a Stage 2 and Housing Ombudsman Lead.
You will act as the primary liaison with the Housing Ombudsman Service, overseeing Stage 2 and Ombudsman complaints. This is an excellent opportunity for an experienced complaints professional to drive quality, compliance, and service improvement within a regulated social housing environment.
Key responsibilities:
- Act as the lead contact for the Housing Ombudsman Service
- Manage end-to-end handling of Stage 2 and Ombudsman complaints
- Coordinate and prepare detailed case files and evidence packs
- Lead responses to complex and high-risk cases, including Ombudsman determinations
- Provide expert guidance to internal teams on complaint handling standards
- Conduct root cause analysis to identify trends and drive service improvements
- Deliver learning sessions to embed best practice across the organisation
- Ensure compliance with the Housing Ombudsman Code of Practice
- Monitor performance, outcomes, and complaint trends
Essential:
- Minimum 2 years’ experience as a Senior Complaints Investigator within a housing association
- Proven experience managing Stage 2 and Housing Ombudsman complaints
- Strong understanding of the Housing Ombudsman Code of Practice
- Experience preparing case files, evidence, and formal responses
- Excellent written and verbal communication skills
- Strong analytical and problem-solving ability
- Confident using case management systems
- Experience coaching or advising colleagues on complex complaints
- CIH qualification
- Experience delivering internal training or workshops
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)
Apply Now →
Application opens at the source listing. Free for jobseekers.