Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.
About the role:
In this important role as a Complaints Investigator, you will coordinate with the Housing Ombudsman to facilitate the recovery of services through early interventions, mediation, and handling investigation requests relating to complex cases. You'll manage determinations from the Housing Ombudsman, ensuring effective communication and compliance with orders and recommendations.
Additionally, you'll handle complex cases involving various service areas, ensuring thorough investigation and resolution. Your expertise will also extend to managing and investigating insurance claims, working closely with brokers, insurers, and our legal team to ensure accurate and efficient claims processing.
Please note this role is contractually based in our Northampton office however due to the nature of the work, the successful candidate will be required to work 3 days from the Northampton office and 2 home based.
Duties Include:
* To facilitate early interventions to resolve customer dissatisfaction, ensuring timely and high-quality responses to Housing Ombudsman investigations.
* Handle complex cases across multiple service areas, conducting legal research and collaborating with stakeholders to develop action plans.
* Manage insurance, personal injury, and disrepair claims, liaising with brokers, insurers, and claimants to ensure accurate and timely documentation.
* Ensure compliance with complaint handling regulations, identifying and mitigating risks in complaint management.
* Work closely with the legal team to manage insurance claims, prepare legal documents, and seek advice as needed.
* Maintain clear communication with stakeholders and prepare regular reports on case progress.
About you
* Experience in affordable housing, property management, resident services, or related field.
* Proven experience of managing complaints with legal knowledge.
* Exceptional ability to communicate, build relationships, and maintain a customer-focused attitude.
* Meticulous attention to detail, excellent written skills, and proficiency in legal research and case management.
* Ability to handle high-pressure situations, make decisions, and thrive in a fast-paced environment.
* Capable of working both independently and collaboratively with a exceptional understanding of the Housing Ombudsman Complaint Handling code.
Culture and benefits:
To make sure our colleagues feel welcome and cared for, we provide a suite of excellent benefits, including:
* 25 days holiday, and an additional day for every year's service (up to five years)
* Annual discretionary bonus scheme
* A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
* Study support package, helping you achieve your personal and professional development ambitions
* Charity fundraising support, with match-funding up to £1,000 for good causes
We believe that investing in our people is key to our success. Our benefits are designed to support your well-being, professional growth, and work-life balance, ensuring you feel valued and empowered to make a difference every day.