Complaints Resolution Lead

*Rolling contract*

*Hybrid - 3 days office / 2 home*

*Housing*

The role:

• Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2.
• Take responsibility for managing all contact and communication with the Housing Ombudsman and customers including implementation of any improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Identify potential reputational risk and work with operational teams and the complaint manager to take mitigating action and ensure learning lessons are logged, tracked and monitored and prioritised by the business.
• Assist in the production of regular Complaint Reporting for stage 2 and ombudsman cases, providing information for the service and to the business, ensuring information captured is relevant, accurate and timely and can be used to drive change and transformation in the organisation.

Key Skills and experience:

• Must be experienced in handling housing complaints.
• Strong experience in writing Stage 2 complaint responses.
• Previous experience managing Housing Ombudsman complaints.
• Ability to respond to complaints efficiently and effectively

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.