Location
Woolwich Rd, London

Hours
Full Time - Permanent

Salary
£48,000 per annum

About the Role
Join Wandle Housing Association as a Stage 2 and Housing Ombudsman Lead, where you will be the primary liaison between Wandle and the Housing Ombudsman Service. You will oversee the coordination and delivery of all Stage 2 complaints and Housing Ombudsman cases, driving up the standards of complaint resolution. This role is key to rebuilding trusted relationships with our tenants through the creation of a new team focused on exceptional service and customer care.

Your responsibilities will include managing the full complaint process for Stage 2 and Ombudsman cases, preparing comprehensive case files and evidence packs, advising on complex and high-risk cases, and leading clear, compliant responses to Ombudsman enquiries and determinations. You will set complaint handling standards and provide expert guidance to ensure swift, high-quality responses.

Experience
Proven experience handling Stage 2 or complex complaints within a Housing Association environment.

About you
- Deep understanding of the Housing Ombudsman Code.
- Ability to work independently, managing your own caseload and conflicting deadlines.
- Highly organised with strong attention to detail.
- Strong coaching skills with a passion for guiding others to deliver excellent customer service.

Qualifications
Right to work in the UK is required. Wandle Housing Association is unable to support visa sponsorship requests.