Overview
We are currently looking for an experienced Complaints Investigator to join a busy housing service. This role will focus on investigating complex housing complaints, managing Stage 2 complaints and supporting Housing Ombudsman enquiries.
The successful candidate will investigate complaints across housing management, repairs, homelessness and temporary accommodation services, producing detailed findings and recommendations. This position would suit someone with extensive local authority or housing association complaints experience.
Key Responsibilities
* Investigate complex Stage 2 complaints across housing management, repairs, homelessness and temporary accommodation services.
* Produce investigation reports, findings and recommendations.
* Draft complaint responses on behalf of senior housing managers and directors.
* Coordinate responses to Housing Ombudsman enquiries and investigations.
* Review complaint trends and identify service improvements.
* Produce complaint performance reports and management information.
* Support compliance with the Housing Ombudsman Complaint Handling Code.
Qualifications & Experience
* Extensive experience working as a Complaints Investigator, Housing Complaints Officer or Complaints Manager.
* Experience managing complex Stage 2 housing complaints.
* Experience investigating housing management, repairs, homelessness and temporary accommodation complaints.
* Experience responding to Housing Ombudsman enquiries and investigations.
* Experience drafting responses on behalf of senior managers and directors.
* Knowledge of the Housing Ombudsman Complaint Handling Code.
* Experience producing investigation reports and recommendations.
* Experience using Microsoft Dynamics D365 and Northgate V6 is advantageous.
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