The vacancy Your typical day could start with coordinating and responding to all stage two complaint escalations ensuring that responses are provided within the agreed deadlines and that investigation is thorough, objective and accurate. Then you might be supporting the team with the Housing Ombudsman investigations and determination orders, ensuring that all deadlines given are met. You'll also play a part in identifying trends and root causes of complaints and helping to drive through improvements in our service to reduce complaints in the future. As a Senior Complaint Reviewer you'll be part of a team that leads the way in driving an excellent complaint service throughout Peabody by identifying ways we can improve our complaints service to our residents. With a particular focus on ensuring compliance with the procedure and deadlines set and providing an independent complaint escalation and review point for our customers. You're a people person who likes to get things done. You'll enjoy working collaboratively with other teams and you're first rate at building meaningful relationships across the business to enable you to find creative solutions to issues. You'll need to be in the office for 2 days per week, and the remaining time you'll be able to work remotely. If you're creative in your problem-solving, energised by supporting your customers and, like us, committed to helping people flourish, we want to hear from you. To be successful in this role, you're: very experienced in complaint handling and have excellent knowledge of the Housing Ombudsman's complaint handling code able to build relationships with residents and staff, showing a strong focus on putting residents experience first great at planning and organising to ensure priorities are kept and deadlines delivered resident focused and passionate about delivering a great complaints service for Peabody We have 3 roles available Here are just a few of the benefits of working at Peabody: 30 days' annual holiday, plus bank holidays two additional paid volunteering days each year flexible benefits scheme, including family friendly benefits and access to a discount portal 4 x salary life assurance up to 10% pension contribution the opportunity to broaden your skills and enhance your professional development by undertaking a level 3 qualification in housing management, supported by us. Are you ready to apply? If you have any questions about this role, please email Talent Specialist, Harry at [email protected]. We may close this advert before the advertised closing date, depending on the number of applications received. Interviews will be taking place week commencing 12/08/2024. PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.