3 Month Contract With A Local Authority Job Purpose To deliver a comprehensive, responsive, and high-quality complaint investigation and resolution service for residents, focusing on Stage 2 Housing Management and Asset-related complaints. The role ensures complaints are handled in line with agreed procedures, regulatory expectations, and timescales, producing clear, detailed, and outcome-focused responses. The postholder will act as a key liaison with the Housing Ombudsman Service and other relevant regulatory bodies, while providing insight and recommendations to senior management to support service improvement and organisational learning. Key Responsibilities Lead and manage complex Stage 2 complaint investigations relating to housing management and asset services, ensuring thorough, fair, and timely resolution. Produce high-quality written responses that clearly address issues, explain findings, and outline resolutions in plain English. Gather, analyse, and evaluate evidence from multiple sources to inform robust, defensible decisions. Act as the primary point of contact for the Housing Ombudsman Service, ensuring effective relationship management and timely, accurate responses. Liaise with internal departments, contractors, and stakeholders to obtain information, challenge performance, and drive complaint resolution. Provide expert advice and guidance on complaint handling, housing policy, and regulatory compliance. Identify trends, root causes, and systemic issues arising from complaints and provide actionable insights to senior leaders and service managers. Influence and support service improvements to enhance customer experience and reduce repeat complaints. Ensure compliance with corporate complaint procedures, service standards, and relevant regulatory frameworks. Manage a complex caseload, prioritising effectively to meet deadlines and respond to changing demands. Handle sensitive, contentious, and high-risk cases with professionalism, empathy, and sound judgement. Requirements Proven experience conducting high-quality complaint investigations within a local authority, public sector organisation, regulatory body, or similar. Experience liaising with regulatory bodies such as Ombudsman services or equivalent. Demonstrable experience managing complex cases and delivering effective resolutions. Excellent investigative and analytical skills, with the ability to research and understand complex issues across multiple disciplines. Strong knowledge of housing services, legislation, and regulatory frameworks. Exceptional written communication skills, with the ability to translate complex issues into clear, concise, and accessible responses. Excellent interpersonal and communication skills, with the ability to build rapport with residents, colleagues, and external stakeholders. Strong influencing, negotiation, and persuasion skills to achieve positive outcomes. Effective stakeholder management and collaboration skills. Ability to handle sensitive and contentious issues with tact and professionalism. Strong organisational and time management skills, with the ability to prioritise competing demands. Ability to work independently and collaboratively in a fast-paced environment. Sound judgement and ability to make evidence-based decisions. Understanding of complaint handling best practice and regulatory expectations. Knowledge of housing management, asset services, and relevant legal frameworks. Awareness of continuous improvement methodologies and customer insight principles. Additional Information 36 Hours Per Week Bi-Weekly Payments