Job Description

Large Housing Association requires a temporary Complaints Reviewer. The Complaints Reviewer is a specialist role within the Complaints Service, responsible for dealing with stage 2 complaints, ensuring that complaints escalated to stage 2 are thoroughly reviewed, fairly assessed and resolved in line with regulatory requirements and best practice.

Responsibilities:

Conducting comprehensive reviews of stage 2 complaints, assessing the quality and rigour of investigations completed at stage 1 and determining whether complaints have been handled fairly for customers.

You will be empowered to make independent decisions on complaint outcomes, mitigate organisational risk, and ensure that reviews are conducted with appropriate rigour to withstand external scrutiny whilst maintaining positive customer relationships.

Lead on reviewing stage 2 complaints, conducting thorough assessments of stage 1 investigations to ensure they have been comprehensive, fair and compliant with regulatory requirements

Advise on the appropriate level of rigour required for stage 2 reviews, ensuring investigations are proportionate to the complexity and significance of the complaint

Make independent, evidence based decisions on complaint outcomes, compensation levels and other remedies in line with organisational policy and regulatory guidance

Ensure all stage 2 reviews are completed within regulatory timescales and meet the standards set out in the Housing Ombudsman Service Complaint Handling Code

Take ownership of stage 2 reviews from acknowledgement to closure, keeping residents regularly informed of progress and explaining decisions clearly and sensitively

Resolve complex, ongoing complaints through comprehensive review, identifying where service failures have occurred and determining appropriate redress

Restore customer relationships through effective resolution recovery, fair outcomes and clear communication

Draft comprehensive, high quality response letters that demonstrate a thorough review, balanced decision making and clear reasoning.

Ability to work independently, taking ownership of complex reviews and making autonomous decisions within policy parameters

Capability to remain calm under pressure, demonstrating resilience and professionalism when managing challenging complaints and stakeholder

Skills and experience:

Experience of complaint handling within a regulatory environment, managing cases through to resolution

Proven experience reviewing the quality of complaint investigations and assessments conducted by others.

Experience working with compensation frameworks and making evidence-based decisions on appropriate redress levels

Excellent written communication skills with the ability to draft comprehensive, clear and balanced response letters and reports for senior audiences

Excellent verbal communication and interpersonal skills with the ability to engage effectively with residents, colleagues and senior stakeholders

Advanced analytical skills with the ability to assess investigation quality, identify gaps in evidence and determine appropriate next steps

Meticulous attention to detail with a results-driven approach to quality assurance and complaint resolution

Hybrid arrangements - Wednesdays and Thursdays in the office, on other days working from home may be possible, depending on the work needed and the interaction required.

25.27ph PAYE or 33.42ph Umbrella