About the Role
You're recruited as a Senior Stage 2 Complaint Handler who serves as the organisation's final internal decision‑maker for escalated complaints. This key role requires making fair, balanced, evidence‑based decisions while ensuring compliance with policies, procedures, and the Housing Ombudsman Complaint Handling Code.
What You'll Do
* Lead Stage 2 complaint reviews and make impartial, final decisions
* Review Stage 1 investigations for fairness, quality, and compliance
* Identify gaps or failings and undertake further investigation where needed
* Produce high‑quality written responses outlining clear rationale and outcomes
* Work collaboratively with teams across the organisation
* Highlight systemic issues and support service improvement activity
* Provide guidance and coaching to Stage 1 Complaint Handlers
* Ensure all Stage 2 response timeframes and quality standards are met
What We're Looking For
* Extensive experience in complaints handling, ideally with escalated or complex cases
* Ability to analyse investigations critically and challenge findings where appropriate
* Excellent written communication skills with strong attention to detail
* Confidence in making decisions and explaining outcomes clearly
* Ability to work independently with sound professional judgement
* Commitment to fairness, learning, and high‑quality customer outcomes
Benefits
* Competitive salary, with a salary review yearly
* Pension with matched contributions up to 7%
* Excellent holiday package – up to 35 days annual leave with the option to buy or sell leave
* Cashback plan for healthcare costs – up to £500 saving per year
* A bonus scheme for all colleagues at 2%
* Training and development
* Extra perks including huge discounts and offers from shops, cinemas and much more
Inclusive Recruitment
We are committed to creating an inclusive and accessible recruitment process. We offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you meet the essential criteria for the role. We provide reasonable adjustments to support your application and interview experience.
Safeguarding
At Places for People, safeguarding is everyone's responsibility. We support the safeguarding of children, young people, and adults at risk from harm, abuse, and neglect. All employees are subject to safeguarding policies and pre-employment checks, including DBS checks where applicable.
We are proud to support the Armed Forces Covenant and the Disability Confident scheme, guaranteeing interview opportunities where applicants meet essential criteria.
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