Senior Complaints Lead – Stage 2 Resolution

Freebridge Community Housing; King's Lynn; On-site; GBP 31,000 - 42,000; Full time

Benefits offered by this job

An Annual Salary of: £36,882.00

Generous Holiday Leave: 25 days + bank

Exclusive Employee Discounts

Comprehensive Leave Policies

Health and Wellbeing Support

Charitable Leave

Discounted Gym Membership

Pension Scheme

Job summary

Freebridge Community Housing is seeking an experienced Senior Complaints Handler to lead Stage 2 complaints. You will have the authority to engage across the business to uncover heart of the issue and deliver timely, fair resolutions for customers.

You will review Stage 1 decisions, work with the Customer Complaints Manager, and mentor others while ensuring compliance with the Housing Ombudsman guidelines. The role is based in King's Lynn, with a strong emphasis on customer care and continuous

Qualifications

• Significant experience investigating and resolving formal complaints.
• Experience case managing complex or escalated (Stage 2 equivalent) complaints.
• A working knowledge of the Housing Ombudsman Scheme and the Complaint Handling Code.
• A working knowledge of housing law relevant to complaints, such as landlord and tenant obligations or disrepair.
• Experience supporting the development of colleagues, for example through coaching, training or mentoring.
• The ability to influence colleagues and work confidently with teams across the business, without direct line management authority.

Responsibilities

• Managing Stage 2 complaints from escalation through to final response, acting as senior caseworker for escalated complaints.
• Speaking with customers directly, including home visits, to understand concerns and carry out a thorough, customer-centred review.
• Reviewing the Stage 1 investigation and response in Stage 2 cases, forming an independent view on reasonableness and evidence.
• Collaborating with colleagues across the business to obtain evidence and secure remedies in a timely manner; involve the legal team for complex risks.
• Taking the lead on complex or high-risk Stage 1 complaints during peak demand, with later Stage 2 cases handed to others per policy.
• Keeping up to date with Housing Ombudsman guidance and ensuring orders/determinations are complied with and evidenced.
• Working with the Lessons Learned Group to identify root causes and drive resulting improvements across the business.
• Supporting development of Complaint Handlers through training, induction, and sharing best practice; recording accurate case data for reporting.

Skills

Significant experience

Complex/escalated Stage 2 complaints

Housing Ombudsman Scheme knowledge

Housing law knowledge

Coaching/mentoring colleagues

Influence without authority

Job description

Freebridge Community Housing is seeking an experienced Senior Complaints Handler to lead Stage 2 complaints. You will have the authority to engage across the business to uncover heart of the issue and deliver timely, fair resolutions for customers.

You will review Stage 1 decisions, work with the Customer Complaints Manager, and mentor others while ensuring compliance with the Housing Ombudsman guidelines. The role is based in King's Lynn, with a strong emphasis on customer care and continuous