Location
Kings Hall Mews, London with reporting offices in London (Stratford) or Manchester (Trafford). Agile working with 20% - 40% of contractual hours worked from reporting office/working location (hybrid working).

Hours
Full Time - 35 hours per week, Monday to Friday 8:00am-4:00pm or 9:00am-5:00pm

Salary
Starting from £28,409 per annum (London salary) or £24,670 per annum (Regional salary)

About the Role
Join the Housing Ombudsman Service Team at L&Q and play a vital role in delivering fair and transparent outcomes for residents. Reporting to the Housing Ombudsman Service Team Leader, you will manage and coordinate complaint case histories, draft clear and comprehensive responses to Ombudsman enquiries, and ensure every request is tracked and actioned through strong stakeholder engagement. You will be the first point of contact for the Housing Ombudsman, managing correspondence and building trusted relationships. With a solid understanding of legislation and regulatory frameworks, you will ensure compliance and auditability across all cases, while confidently reviewing decisions and challenging outcomes where needed.

Your responsibilities will include compiling detailed complaint case histories, producing evidence-based responses, delivering high-quality case files to support favourable outcomes, analysing case data to identify risks and opportunities, contributing to complaints process improvements, and collaborating with internal and external stakeholders to ensure effective complaint resolution.

Benefits include an excellent pension plan (up to 6% double contribution), 28 days annual leave rising to 31 days with length of service plus bank holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours paid volunteering days, lifestyle benefits, Employee Assistance Programme and more. Early applications are encouraged as the advertisement may close early.

Experience
- In-depth knowledge of social housing regulations and the Housing Ombudsman Code
- Experience handling complex legal or Ombudsman cases
- Strong organisational skills with the ability to prioritise, track actions, and support team performance
- Excellent written and verbal communication, confident in influencing stakeholders at all levels
- Effective collaboration and delegation across teams and senior colleagues
- Proven ability to analyse data and implement service improvements
- Experience in coaching or managing complex cases
- Proficient in Microsoft Office and related IT tools

About you
- Detail-driven professional with a passion for fairness and accountability
- Customer-focused with experience in delivering high-quality service
- Highly analytical, able to interpret and summarise complex information clearly
- Able to work independently and manage multiple priorities effectively
- Diplomatic with strong stakeholder management skills

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience in social housing, complaint handling, or legal frameworks is essential.