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Interim Housing Ombudsman Service Case Officer
2 months ago
We are seeking a dedicated professional to provide a comprehensive, positive, and effective Housing Ombudsman action handling and resolution service for our organisation and the Housing Ombudsman Service (HOS). This role involves close collaboration with both internal and external stakeholders to investigate, resolve issues, and ensure satisfactory outcomes for PA Housing residents, the HOS, and our internal business areas.
Key Responsibilities- Champion a positive complaint-handling culture, ensuring compliance with the statutory HOS Complaint Handling Code, which requires landlords to adhere to orders and information requests.
- Provide assurance to the HOS regarding the efficacy of our complaints system, including scrutinising data and information provided by the business.
- Seek assurances from the complaints and operational teams that complaints are being managed effectively, changes are being implemented, and residents' voices are being heard throughout the process.
- Promote service improvement for residents and facilitate learning and business enhancement within the organisation.
- Manage HOS enquiries, ensuring enquiries are correctly assessed, logged, risk assessed, prioritised, and thoroughly researched, with the right questions posed to the business.
- Collate all necessary evidence for each HOS case, identifying the root cause of individual complaints, and providing clear evidence of the decisions made.
- Risk assess each HOS enquiry and follow appropriate escalation routes depending on the nature of the request.
- Take ownership of resolving HOS complaints within agreed timescales, which includes preparing information, engaging with various stakeholders, and building relationships to ensure the continuity of service.
- Provide regular feedback on emerging issues or patterns related to HOS enquiries.
- Deal with actions requiring immediate attention post-HOS enquiry and escalate them to the relevant teams.
- Maintain electronic databases of all communications regarding HOS enquiries, delivering accurate information to customers, and providing detailed reports to the business.
- Update the HOS Portal with progress on cases, ensuring residents' wishes are recorded and considered in any decisions, and responding to complaints.
- Ensure feedback is provided and acted upon, delivering reasonable and proportionate responses to residents throughout their complaint journey.
- Encourage feedback on services and recognise the evolving needs of the service.
- Meet regulatory requirements and uphold Service Level Agreements by investigating and responding to concerns, and sharing intelligence about HOS enquiries to help identify potential trends, themes, and causes of complaints.
- Prepare and compose clear, professional, and persuasive communications tailored to the audience, proofread to ensure accuracy, and provide comprehensive responses.
- Project a positive image of PA Housing by delivering excellent and empathetic customer service to all customers.
- Maintain a clear and accurate audit trail of HOS enquiries.
- Be the first point of contact to provide expert advice on HOS enquiries.
- Experience in a similar role with a focus on the HOS or working directly with other Conduct Authorities/Regulatory bodies is advantageous.
- Proficient in complaint handling, service management, and compliance.
- Understanding the principles of excellent customer service, ensuring HOS enquiries are accurately triaged and responded to within agreed timescales.
- Strong ability to communicate confidently and effectively with a wide range of colleagues, stakeholders, and partners while maintaining strong and positive working relationships.
- Natural enjoyment for research, investigative, and analytical work.
- Ability to hold unscripted telephone conversations to gather necessary information.
- Demonstrated experience working directly with Conduct Authorities/Regulatory bodies.
- Proven ability to use complaints or case management systems to record and manage customer enquiries and complaints.
- Experience in a customer-facing role involving direct interaction with customers, internal colleagues, and HOS to resolve complaints by phone, in person, and in writing.
- Skilled in handling executive-level and the most sensitive customer complaints and HOS enquiries.
- Familiarity with using various case management systems to monitor and update customer complaints and enquiries.
