Housing Ombudsman Liaison Specialist

3 weeks ago


Hull, Kingston upon Hull, United Kingdom Sanctuary Group Full time
About the Role

Sanctuary Group is seeking a skilled professional to fill the position of HOS Performance Improvement Officer. This role will be responsible for managing the organization's relationship with the Housing Ombudsman, ensuring effective and timely management of enquiries, investigations, and determinations.

Key Responsibilities
  • Coordinate all Housing Ombudsman communications in a timely and accurate manner.
  • Manage assigned Housing Ombudsman cases and ensure compliance with orders made by the regulator.
  • Prepare Housing Ombudsman Investigation Packs.
  • Attend regular meetings and facilitate sessions with operational management teams to discuss complaints, improvement opportunities, and service failures.
  • Stay up-to-date with changing guidance, best practice, and information from the sector, including the Housing Ombudsman and Regulator of Social Housing.
  • Act as a central point of expertise in relation to the legislative and regulatory approach to complaints handling.
Requirements
  • NVQ3 in a relevant area, such as business administration or customer service.
  • Knowledge and experience of working within a regulated sector or industry.
  • Working knowledge and experience of CRM systems and Microsoft applications.
  • Proven experience in analyzing and diagnosing complex problems and implementing effective solutions.
  • Experience in completing detailed and complex investigations.
  • Knowledge and experience of the Housing Ombudsman Service and/or Regulator of Social Housing.
About Sanctuary Group

Sanctuary Group is one of the UK's leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organization, we reinvest any surplus we make back into the local communities we serve.

Benefits
  • 25 days annual leave (rising to a maximum of 30 days) plus public holidays.
  • A pension scheme with employer contributions from Sanctuary.
  • Life Assurance.
  • Employee Advice Service including counseling.
  • Cycle to Work scheme.
  • Voluntary health plans.
  • Employee discounts.
  • Wellbeing support and tools.
  • Employee recognition scheme.
  • Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues.


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