Enquiries Officer

Details
Reference number

434101

Salary

£34,464

GBP

Job grade

Other

Contract type

Permanent

Type of role

Other

Working pattern

Flexible working, Full-time

Number of jobs available

20

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Remote working (anywhere in the UK)

About the job
Job summary

Opportunity to use your proven experience handling high volumes of housing enquiries and effectively responding to stakeholders to help improve residents' lives and landlords' services.

The Housing Ombudsman Service provides independent, impartial and fair dispute resolution for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents' lives and landlords' services.

Job description

As an Enquires Officer, you'll be responsible for handling enquiries across various channels, including phone, email, webform and webchat from residents, member landlords, elected representatives and other stakeholders. You'll be focused on resolving enquiries at the earliest opportunity through the provision of clear guidance, effective management of customer expectations and signposting where appropriate.

Additionally, you'll be responsible for the identification and handling of enquiries where it's appropriate to intervene within the powers of the Scheme to ensure residents have a fair and compliant access to their landlord's complaints process.

Person specification

Key requirements, which you should evidence within your supporting statement, include:

• Experience of working within a customer services / customer focused environment;
• Experience of working in a busy environment, handling high volumes of enquiries and effectively responding to stakeholders;
• Experience of delivering against set targets and KPIs, working with high volumes of information at pace and with accuracy;
• Knowledge and experience of housing complaints; and
• A track record of collaboration to achieve excellent results.

It's an exciting time to join us and to contribute your skills to the evolution of this ambitious, influential and growing organisation.

For further details, please click apply and download the information pack.

CLOSING DATE: midnight on Friday, 24th October 2025.

PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). We will close this campaign if / when we receive 400 applications. We therefore strongly recommend applying as soon as possible.

We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.

Supporting documents
Benefits

• 25 days annual leave plus bank holidays and Christmas closures
• Flexible working
• Annual health check
• Local government pension scheme

Things you need to know
Selection process details

For full details please download the attached candidate pack

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants
Job contact :

• Name : Jonathan McIntyre - CJA Recruitment
• Email :

Recruitment team

• Email :

Further information

https://housing-ombudsman-

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