Job Opportunity: Ombudsman Compliance Lead
Location: Office based in Pitsea SS13
Contract: 3-Month Temporary (subject to change)
Hours: Core Working Hours
Pay: £17.29 PAYE
Are you passionate about compliance and customer service? Do you thrive in a fast-paced environment where accuracy and timeliness are key? We’re looking for an Ombudsman Compliance Lead to join our team and play a vital role in ensuring our responses to the Housing Ombudsman Service are timely, accurate, and aligned with regulatory standards.
Role Purpose
As the Ombudsman Compliance Lead, you’ll manage and coordinate all requests for information from the Housing Ombudsman Service. You’ll ensure that all communications are handled efficiently, deadlines are met, and records are maintained to support full compliance with the Housing Ombudsman Complaints Handling Code.
Key Responsibilities
*Act as the main point of contact for the Housing Ombudsman.
*Coordinate and submit responses to Ombudsman requests.
*Track determinations and ensure timely action and reporting.
*Collaborate with Complaint Investigators and internal teams.
*Maintain detailed records for audit and compliance.
*Monitor and manage the shared Ombudsman mailbox.
Success Metrics
*Full compliance with Ombudsman determinations and the Complaints Handling Code.
*Timely and accurate submissions.
*High levels of resident satisfaction and positive feedback.
About You
Experience:
*Previous experience in a contact centre or customer service role.
*Experience in social housing or public sector (preferred).
Skills & Abilities:
*Strong written and verbal communication skills.
*Excellent organisational and time management abilities.
*Proficient in CRM systems and digital communication tools (Genesys experience a plus).
*Knowledge of the Housing Ombudsman Complaint Handling Code.
*Ability to multitask and manage shifting priorities.
Personal Attributes:
*Customer-focused and passionate about service excellence.
*Adaptable, resilient, and composed under pressure.
*A proactive problem-solver with a keen eye for detail.
Ready to make a difference in residents’ lives and ensure top-tier compliance? Apply now and be part of a team that values integrity, service, and accountability.