Housing Complaints Manager (REMOTE)

Essential Employment Careers; City Of London; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading employment services firm is seeking a Housing Complaints Manager to oversee the management of complaints within a remote team. The ideal candidate will demonstrate strong leadership skills and a solid understanding of the Housing Ombudsman processes. Responsibilities include liaising with the Ombudsman, managing compensation payments, and ensuring that complaints are handled effectively and in a timely manner. This is a full-time, temporary position with a pay rate of £23.32 per hour.

Qualifications

• Candidates should have a working understanding of the Housing Ombudsman.
• Experience in managing complaints and resolutions effectively.
• Strong ability to lead a team and monitor performance.

Responsibilities

• Liaise with the Housing Ombudsman to resolve orders and recommendations.
• Manage compensation payments as per guidelines.
• Ensure quality responses to complaints are made within time frames.
• Advise senior leadership on potential reputational issues.
• Support the Complaints Team Leaders and Officers.

Skills

Leadership skills

Understanding of the Housing Ombudsman

Effective communication

Excellent communication skills

Job description

Housing Complaints Manager (REMOTE) needed, £23.32ph PAYE - Reference : 5280421

We are looking for a strong candidate to take responsibility for the people management within our complaints team, offering a robust and empathetic leadership approach.

Candidates to ideally have a working understanding of the Housing Ombudsman being our main regulator.

• Take responsibility for liaison with, and resolution of orders and recommendations received from the Housing Ombudsman to minimise risk, or any reputational damage to the business.
• Responsible for the compensation payments, always ensuring that they are paid in alignment with the compensation matrix and Housing Ombudsman guidance for suitable redress.
• Work closely with the team to ensure that correspondence from the Ombudsman is appropriately dealt with, that documentation provided is relevant, appropriate and of high quality and that responses are made within required time frames.
• Scrutinise complaints for issues that may expose to adverse media publicity and, or legal action and advise the senior leadership team appropriately.
• Strong leadership skills to support and manage the Complaints Team Leaders and Officers, by agreeing individual objectives, monitoring performance, behaviours, absence and conducting regular reviews.

This is a full time role on a temporary basis.