Location
Kings Hall Mews, London, Stratford or Manchester, Trafford

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

Salary
Starting from £32,881 per annum (London weighted salary) or £28,886 per annum (Regional salary)

Contract Type
3 Permanent & 2 Fixed Term Contracts (2 years)

Working Pattern
Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

About the Role
Join our Housing Ombudsman Service Team at L&Q! We are committed to learning from every complaint and using those insights to strengthen our service. As Lead Housing Ombudsman Support Officer, you will report to the Housing Ombudsman Service (HOS) Team Leader and take the lead on managing complex complaint cases and coordinating detailed responses to Ombudsman information requests. You will be the first point of contact for the Ombudsman, ensuring all correspondence is handled professionally and efficiently.

With a strong grasp of legislation, regulatory frameworks, and L&Q’s strategic direction, you will ensure our responses are compliant, well-audited, and aligned with our commitment to service excellence. Your role will include coordinating the collation of complaint and case histories, chairing cross-functional meetings, delivering robust case responses, managing the Housing Ombudsman portal, and providing strategic oversight and assurance of the team’s work.

If you are highly organised, confident in reviewing cases, skilled in stakeholder management, and ready to challenge decisions where needed, this is the role for you. You will engage with a wide range of internal and external stakeholders to ensure collaborative and informed responses that reflect L&Q’s commitment to transparency and service excellence.

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 volunteering paid days, lifestyle benefits, Employee Assistance Programme and more. Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Experience
- Strong and demonstrable understanding of social housing regulations and the Housing Ombudsman Code
- In-depth knowledge of L&Q’s internal processes
- Proven ability to build strong stakeholder relationships and collaborate across teams
- Experience in delivering high-quality customer service with a commitment to resident satisfaction
- Previous experience in team leadership, coaching, or providing constructive feedback
- Skilled in analysing data to identify service improvement opportunities and implementing solutions
- Strong IT skills, including proficiency in Microsoft Office and other relevant digital tools

About you
- Exceptional organisational skills with the ability to manage and prioritise workloads effectively
- Outstanding written and verbal communication skills, confident in engaging stakeholders at all levels
- Ability to influence decisions and deliver clear, impactful messaging
- Excellent time management skills, able to prioritise individual and team workloads in a fast-paced environment
- Collaborative approach with strong stakeholder management skills
- Confident in reviewing cases and ready to challenge decisions where necessary

Qualifications
- No specific qualifications stated, but a strong understanding of relevant legislation, regulatory frameworks, and internal processes is essential