17 Oct
James Andrews Recruitment Solutions
East Midlands Airport
Job description
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 8 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 3 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 : 35.00 hours per week
35.00 hours per week
Monday Friday
Flexible hours between 8 : 00 am 6 : 00 pm
Opportunity to work from home 3 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.
Don’t forget our recommendation scheme : Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews! Terms and conditions apply, contact us for details.
▶️ Interim Housing Ombudsman Service Case Officer
🖊️ James Andrews Recruitment Solutions
📍 East Midlands Airport