Role: Housing Ombudsman Enquires And Complaints Lead

Salary: Up to £35,000 per annum?

Contract: Permanent, Full time

Hours: 35 hours per week

Location: London

We are currently advertising for the above role internally. This position is a permanent and full-time opportunity.

At Catalyst we build more than homes, we build communities. We encourage diversity and inclusion at all levels of our organisation and are fully committed to equality of opportunity. Catalyst wants to remove any barriers for colleagues to enable them to participate equally within the recruitment process. If you require reasonable adjustments, please let us know and we can discuss your requirements for the recruitment process.

You will deliver values-driven service to your internal and external customers, by seeking to understand fully your customers’ needs, identifying, and working to remove pain points, and always doing what you say you will.

What we are looking for:?

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  Do you possess demonstrable knowledge of the housing sector?

  
  

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  Do you hold demonstrable knowledge of the housing ombudsman and their function?

  
  


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  Are you able to demonstrate the ability to display empathy, communicate effectively and understand the needs of the customer?

  
  

If so, this is the perfect role for you!

We currently have a fantastic opportunity for a Housing Ombudsman Enquires and Complaints Lead to join us on a permanent basis. We are looking for an individual who can Lead and respond to all Housing Ombudsman and other external regulatory bodies enquiries, ensuring that our response to these requests is timely, appropriate, to a high standard and in line with our policy and procedure and specified deadlines.

Do you have what it takes?

To succeed in your role as Housing Ombudsman Enquires and Complaints Lead you will:

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  Understands the voice of the customer with the ability to identify the root causes of Housing ombudsman escalations

  
  


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  Have demonstrable experience of dealing with complex complaint cases within the Housing sector

  
  


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  Be working closely with the Customer resolution manager and the resolution team to oversee the handling of all Housing Ombudsman enquiries and investigations, including coordinating and monitoring actions.

  
  


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  Identify barriers to effective relationships with the HOS and find solutions, working with other key business stakeholders as appropriate.

  
  

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  Manage a caseload and ensure that records of requests and investigations are securely stored and followed through, learning is recorded and available to the wider business.

  
  


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  Keep up to date with the HOS corporate plan, code of conduct and remedial guidance and communicate relevant information internally.

  
  


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  Demonstrates accountability and happy to address customer concerns proactively and have a great conversation to understand what resolution the customer is looking for.

  
  

This role is subject to a basic DBS check.

For further information, please contact the recruiting manager Ayesha Pettifor.

Ready to apply?

To be considered for the role of Housing Ombudsman Enquires and Complaints Lead, please click on the ‘Apply Now’ button and submit both your CV and a supporting statement in one document.

Colleagues who are at risk of redundancy need to state this on their application as they will be given priority consideration above other applicants.

Please note, if you are currently on legacy Aldwyck or legacy Catalyst Terms & Conditions, and are successful in your application, you will automatically be transferred to the New Catalyst Terms & Conditions.