• Hourly Rate: £20.88 PAYE or £25.94 Umbrella
• Location: London / Pitsea (Hybrid - 2 days in office)
• Job Type: Temporary (Immediate start, approx. 3 months)

We are seeking a Complaints Lead to manage and coordinate all determinations received by the Housing Ombudsman. This role is crucial in ensuring compliance with orders and maintaining excellent service standards for both the Housing Ombudsman and our residents.

• Manage and coordinate responses to determinations received from the Housing Ombudsman.
• Liaise directly with the Housing Ombudsman, residents, and internal staff to ensure all deadlines are met.
• Support compliance with the Housing Ombudsman Complaints Handling Code.
• Log all determinations accurately and promptly on the chosen system.
• Promote the complaints policy and procedure best practices to all staff.
• Identify potential reputation risks and collaborate with operational and communications teams to mitigate them.

• Proven experience in housing compliance.
• Experience dealing with Housing Ombudsman is highly desirable.
• Ability to meet targets and manage complex queries effectively.
• Strong organisational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.

• Competitive hourly rate.
• Hybrid working model.
• Opportunity to contribute to a vital sector and make a positive impact on community services.