Ombudsman Case Coordinator

2 months ago

London, United Kingdom One Housing Group Full time

**Ombudsman Case Coordinator**
We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

Our Property Services team is knowledgeable, skilled, friendly and we love what we do. We are passionate about the high quality of service we provide.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

**Join our Property Services team as a Ombudsman Case Coordinator**:
Housing sits at the heart of our organisation. We believe that everyone deserves a safe, secure, affordable home. Our Property Services team is crucial in helping us deliver on this vision.

The team works on the provision and maintenance of our large portfolio of properties. This demands strong organisational skills and the ability to work collaboratively with customers, other teams and external service providers.

We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

**The role**
We have a fantastic opportunity for someone to join us in the position of Ombudsman Case Coordinator in London. This is an exciting and challenging role, where you can take ownership to ensure quality and clarity of our Ombudsman returns. The position is ideal for someone with a background in complaint handling in housing.

**Salary**: £32,000 - £35,000
**Contract**: 12 month Fixed Term Contract

Your responsibilities will include:

- Coordinating Property Services Ombudsman returns.
- Writing or editing high level summaries to evidence One Housing management of complaints and related repairs.
- Promptly booking meetings with key stakeholders following a request for an Ombudsman return.
- Guiding Property Services colleagues to understand the information required from them, ensuring quality of content.
- Creating files for Property Services to upload evidence to, ensuring only review content is uploaded for the Ombudsman Return.
- Creating reports and documents with supporting evidence from CRM and OneServe to support Ombudsman returns.
- Work within the Customer Experience Coordinator team, and if required cover unexpected leave.
- To support and improve the customer experience within Property Services, aligned with the customer service strategy

**What you will need to succeed**
- Experience of working within a complaint’s environment and a commitment to social housing.
- Experience of carrying out research and information gathering
- Able to present clear and concise written arguments in a concise but compelling way.
- A confident communicator who can sell the most difficult message, reassure the most vulnerable resident and breathe life into the most boring topic
- Able to handle all types of contact and relationships with ease, remaining calm under pressure, inspiring confidence in your ability and demonstrating commitment to excellent partnership working.
- Someone who demonstrates a high level of professionalism in their work at all times, working with mínimal supervision to complete tasks accurately the first time.
- A pro-active problem solver who can identify and resolve issues quickly and calmly, resilient and ready to take responsibility when things go wrong, maintaining a professional approach.
- Knowledge and understanding of the Housing Ombudsman (desirable)

**The offer**
- **Salary**:£32,000-£35000
- **Your **holidays are important to us. **Take up to 28 days annual leave plus bank
- **Lean travel**. **Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
- **Looking forward to your big bucket list trip? **You can buy or sell up to five days annual leave each
- **Get paid to do good. **We offer you two days off on full pay each year to volunteer in our
- **Well **done **With our colleague recognition programme you will know when you’ve done a #greatjob
- **Learning never **One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
- **We’re **here for you. **Our employee assistance programme offers counselling and support for you and your family 24/7.
- **Stay book-smart. **Take up to five paid days off per year to study toward a relevant qualification.
- **Experience new things. **We offer you a career break after 3 years’ continuous service.

**About us**
As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and our workforce reflects that. As of December 2021, One Housing merged with the Riverside Group, creating one of the country's largest housing associati

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