Housing Landlord Complaints Investigator To provide a comprehensive, positive and effective complaint handling and resolution service for residents in relation to Stage 2 Housing Management and Assets complaints in line with agreed procedures, standards and timescales, providing a high quality and detailed response to the complainant focused on resolving their issues. To lead relationship management and liaison with the Housing Ombudsman Service. Providing insight to the senior management team and service leads to help drive continuous improvement.
Housing Landlord Complaints Investigator Excellent investigative skills and ability to research various issues across a range of different subjects in relation to complaint investigations.
Housing Landlord Complaints Investigator Experience of undertaking high quality complaint investigations within a local authority, other public sector organisations, regulatory body or similar.
Housing Landlord Complaints Investigator Experience of liaising with and responding to the requirements of a regulatory body, for example, the Local Government & Social Care Ombudsman, the Housing Ombudsman Service, Ofsted, the Care Quality Commission or similar.
Ability to use housing, legal and regulatory knowledge to resolve issues.
Exceptional communication and interpersonal skills to build rapport with residents, regulators and internal stakeholders.
Excellent written communication skills with ability to write formal complaint responses about complex issues in plain English.
Experience of influencing, persuading and negotiating to achieve positive outcomes.
Strong stakeholder engagement and collaboration skills with the ability to influence others to ensure that service standards are met or exceeded.
Ability to deal sensitively with complex and contentious matters.
Excellent time management skills to manage a complex caseload, prioritise, set deadlines and cope with conflicting and changing demands.
Ability to work both autonomously and collaboratively with a wide range of stakeholders.
Ability to make evidence based decisions in a fast paced environment.