Plaintext Who You Are You are an agile team member who thrives in a fast-paced environment and is committed to putting residents at the heart of everything you do. You excel at addressing and resolving complex issues, using your attention to detail to drive organizational learning and improve service outcomes for residents. What the job involves Your primary responsibility is to lead the investigation of complex and high-level complaints, ensuring compliance with the Housing Ombudsman’s Complaint Handling Code. You will handle and resolve Stage 1 and Stage 2 complaints, guide staff on achieving early settlements, and ensure all committed actions from complaint outcomes are completed. Additionally, you will work with the Customer Experience Lead to ensure regulatory compliance, prepare case files, and engage in sector research to inform organizational improvements. Skills Excellent case management and resolution skills Strong negotiation and intervention abilities Expertise in complaint handling and settlement guidance Attention to detail and accuracy in document preparation Knowledge of housing regulations and compliance Ability to conduct sector research and benchmark performance Collaborative and team-oriented mindset