Housing Ombudsman Service Case Officer

We are currently working in partnership with a leading Housing Association based in the East Midlands, who are in search of a Housing Ombudsman Service Case Officer to join their driven team on a temporary basis.

This will be a temporary contract lasting eight months initially – with the potential for an extension.

The hourly rate is £30.00 per hour via an Umbrella Company. It is a hybrid position, offering three days per week working from home.

The ideal candidate will have extensive experience in navigating the Housing Ombudsman Complaints system, and be confident in managing their own workload.

Duties will include (but are not limited to):

• Providing a comprehensive, positive, and effective Housing Ombudsman action handling and resolution service to our business and the Housing Ombudsman Service
• Managing and investigating the high volume of often complex HOS enquiries (across multiple communication channels), that arise daily, ensuring they are correctly assessed, logged, risk assessed and prioritised, researched, the right questions asked of the business
• Collating all evidence required for each HOS case and get to the root cause of the individual complaint reasons and to provide evidence of decisions made
• Risk assess each HOS enquiry and follow the escalation routes where required depending on the nature of each HOS request
• Taking ownership of Housing Ombudsman Service complaints, resolving them to agreed timescales, this will include preparation of information, speaking to a varied level of stakeholders and building relationships to ensure continuity of this service
• Providing regular feedback on emerging issues or patterns relating to HOS enquiries
• Dealing with actions that require immediate attention following a HOS enquiry and escalating it to the appropriate team to action
• Contributing to the effective and efficient running of the service and division to achieve targets and objectives that are set, ensuring the team’s customer services standards are always met
• Challenging team members and other colleagues where performance or behaviours fall short of those expected by the business
• Building relationships with stakeholders to promote effective performance within the team and wider business

Experience required:

• Experience with complaint handling and managing compliance details
• Working directly with Conduct Authorities / Regulatory bodies
• Providing support within a customer facing role
• Maintaining high levels of integrity and confidentiality

Skills, knowledge and expertise required:

• Ability to work unsupervised and deliver quality work across multiple tasks within a required deadline
• Strong attention to detail
• High-level administration and organisational skills

Working hours:

• 35 hours per week
• Monday – Friday
• Flexible hours between 8:00 am – 6:00 pm
• Opportunity to work from home three days per week

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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