Stage 2 complaints Lead

Job title – Stage 2 and Housing Ombudsman Lead
Location – London (SE1) – Hybrid Working
Contract – Full-time, Fixed-Term 24 months
Start Date – Asap
Salary - £44,000 per annum

We are working with a housing provider in South London to recruit a Stage 2 and Housing Ombudsman Lead.

You will act as the primary liaison with the Housing Ombudsman Service, overseeing Stage 2 and Ombudsman complaints. This is an excellent opportunity for an experienced complaints professional to drive quality, compliance, and service improvement within a regulated social housing environment.

Key responsibilities:

Act as the lead contact for the Housing Ombudsman Service
Manage end-to-end handling of Stage 2 and Ombudsman complaints
Coordinate and prepare detailed case files and evidence packs
Lead responses to complex and high-risk cases, including Ombudsman determinations
Provide expert guidance to internal teams on complaint handling standards
Conduct root cause analysis to identify trends and drive service improvements
Deliver learning sessions to embed best practice across the organisation
Ensure compliance with the Housing Ombudsman Code of Practice
Monitor performance, outcomes, and complaint trendsAbout You
Essential:
Minimum 2 years’ experience as a Senior Complaints Investigator within a housing association
Proven experience managing Stage 2 and Housing Ombudsman complaints
Strong understanding of the Housing Ombudsman Code of Practice
Experience preparing case files, evidence, and formal responses
Excellent written and verbal communication skills
Strong analytical and problem-solving ability
Confident using case management systems
Experience coaching or advising colleagues on complex complaintsDesirable:
CIH qualification
Experience delivering internal training or workshopsIf you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)