Senior Complaints Lead — Stage 2 Resolution

Freebridge Community Housing; King's Lynn; Sur place; GBP 33 000 - 41 000; Plein temps

Avantages offerts par ce poste

Annual salary

Holiday leave

Employee discounts

Leave policies

Health & wellbeing

Charitable leave

Gym membership

Pension

Résumé du poste

Freebridge Community Housing is seeking a Senior Complaints Handler to lead Stage 2 complaints and act as a senior caseworker empowered to resolve complex customer issues with support from the Customer Complaints Manager.

You will engage customers directly, including home visits, and review Stage 1 decisions for fairness while coordinating with colleagues to gather evidence and ensure timely remediations.

Qualifications

• Significant experience investigating formal complaints and resolving outcomes within delegated limits.
• Experience case managing complex or escalated (Stage 2) complaints.
• Working knowledge of the Housing Ombudsman Scheme and the Complaint Handling Code.
• Knowledge of housing law relevant to complaints (landlord/tenant, disrepair).
• Experience coaching or mentoring colleagues.
• Ability to influence across teams without direct line management authority.

Responsabilités

• Managing Stage 2 complaints from escalation through to final response, acting as senior caseworker.
• Speaking with customers directly, including home visits, to understand concerns.
• Reviewing Stage 1 investigations and forming independent views on reasonableness.
• Collaborating with colleagues to secure evidence and remedies in time, involving the legal team when needed.
• Leading on complex or high-risk Stage 1 complaints during peak demand.
• Keeping up to date with Housing Ombudsman guidance with the Compliance team.
• Identifying root causes with Lessons Learned Group and driving recommendations.
• Supporting development of complaint handlers through training and sharing best practice.

Connaissances

Complaint investigation

Escalated complaints

Housing ombudsman knowledge

Housing law knowledge

Mentoring coaching

Influence across teams

Description du poste

Freebridge Community Housing is seeking a Senior Complaints Handler to lead Stage 2 complaints and act as a senior caseworker empowered to resolve complex customer issues with support from the Customer Complaints Manager.

You will engage customers directly, including home visits, and review Stage 1 decisions for fairness while coordinating with colleagues to gather evidence and ensure timely remediations.