Assets, Complaints & Ombudsman Coordinator (Housing)

This is Alexander Faraday Limited; Walton-on-Thames; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Alexander Faraday Limited is seeking an experienced Assets, Complaints & Ombudsman Coordinator to support a busy customer complaints function within a well-established housing organisation. This hybrid role requires 2 days in the office and 3 days from home, with 35 hours per week, after a short induction.

Responsibilities include leading on Housing Ombudsman information requests, coordinating with repairs, assets and internal teams, and driving actions through to completion within tight

Qualifications

• Previous social housing experience.
• Strong experience managing and resolving complaints.
• Experience within repairs, assets or property services is preferred.
• Excellent organisation and ability to manage competing priorities.
• Excellent written and verbal communication skills.
• Strong customer/resident focus.
• Experience with Housing Ombudsman information requests or ordered actions is advantageous.

Responsibilities

• Lead on the collation and management of Housing Ombudsman information requests.
• Coordinate with repairs, assets, contractors and internal teams to arrange inspections and complex works.
• Drive actions through to completion within tight timescales.

Skills

Social housing experience

Complaint management

Repairs/assets experience

Organisation skills

Communication skills

Stakeholder influence

Job description

We're currently recruiting for an experienced Assets, Complaints & Ombudsman Coordinator to support a busy customer complaints function within a well-established housing organisation.

This is a great opportunity for someone with a social housing complaints background, ideally with experience within repairs, assets or property services.

This is a hybrid role, 2 days per week in the office and the rest can be worked from home, this would be after an induction period, usually 1-2 weeks or until you are up to speed on systems and processes. 35 hours a week.

The Role

You'll lead on the collation and management of Housing Ombudsman information requests, supporting the Assets Complaints Manager to ensure Ombudsman-ordered complaints and actions are completed within tight timescales.

You'll coordinate with repairs, assets, contractors and internal teams to arrange inspections, complex works and other required actions, maintaining oversight and driving matters through to completion.

About You

We're looking for someone with:

• Previous social housing experience
• Strong experience managing and resolving complaints
• Ideally, experience within repairs, assets or property services
• Excellent organisation and ability to manage competing priorities
• Confidence to challenge and influence internal teams where required
• A proactive, tenacious approach to driving actions through
• Excellent written and verbal communication skills
• Strong customer/resident focus

Experience working with the Housing Ombudsman Service, including information requests or ordered actions, would be highly advantageous.

If you're an experienced housing complaints professional who enjoys taking ownership and getting things over the line, we'd love to hear from you