Overview
As a Housing Ombudsman Service (HOS) Support Officer at L&Q, you will manage and coordinate complaint case histories, draft comprehensive responses to Ombudsman enquiries, and ensure every request is tracked and actioned through strong stakeholder engagement.
You will be the first point of contact for the Housing Ombudsman, managing correspondence and building trusted relationships.
Responsibilities
* Compile detailed complaint case histories and produce evidence-based responses to Housing Ombudsman requests.
* Deliver high-quality case files that support favourable outcomes for L&Q, mitigating risk and strengthening the organisation’s position in Ombudsman determinations.
* Analyze case data to ensure relevance and accuracy, identifying potential risks and opportunities for service improvement.
* Contribute to the development of the complaints process by monitoring trends, logging insights, and identifying areas for improvement that enhance customer experience and reduce future complaints.
* Collaborate with a wide range of internal and external stakeholders, including customers, to ensure informed, transparent, and effective complaint resolution.
Qualifications
* Knowledge of social housing regulations and the Housing Ombudsman Code.
* Experience handling complex legal or Ombudsman cases.
* Strong organisational skills with the ability to prioritise, track actions, and support team performance.
* Excellent written and verbal communication, confident in influencing stakeholders at all levels.
* Effective collaboration and delegation across teams and senior colleagues.
* Proven ability to analyse data and implement service improvements.
* Highly analytical, able to interpret and summarise complex information clearly.
* Proficient in Microsoft Office and related IT tools.
* Customer-focused with experience in delivering high-quality service.
* Experience in coaching or managing complex cases.
Benefits
Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more.
EEO Statement
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk.
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