We are currently working in partnership with a Housing Association based in Andover, who are recruiting for Complaints Manager on a temporary basis.

The position is predominently remote-working, with occasional travel to Andover as well as parts of Somerset and Wiltshire. 

It is essential that the successful candidate has experience liaising with the Housing Ombudsman, has handled both Stage 1 and 2 complaints, and overseen staff management.

Duties will include (but are not limited to):

• Take responsibility for liaison with, and resolution of orders and recommendations received from the Housing Ombudsman to minimise risk, or any reputational damage to the business.
• Responsible for the compensation payments, always ensuring that they are paid in alignment with the compensation matrix and Housing Ombudsman guidance for suitable redress
• Work closely with the team to ensure that correspondence from the Ombudsman is appropriately dealt with, that documentation provided is relevant, appropriate and of high quality and that responses are made within required time frames.
• Scrutinise complaints for issues that may expose the organisation to media publicity and, or legal action and advise the senior leadership team appropriately
• Strong leadership skills to support and manage the Complaints Team Leaders and Officers, by agreeing individual objectives, monitoring performance, behaviours, absence and conducting regular reviews

Experience required:

• Experience with the Housing Ombudsman
• Experience leading a team
• Experience with a Housing provider

Working hours:

• 37.00 hours per week
• Flexible working around core hours 09:00AM - 17:00PM

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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