Your Housing Group

Role Description We have an exciting new opportunity here at YHG to join our growing Customer Resolution Team who always put our customers first and ensure an effective and prompt complaint resolution. We are looking for someone with a background of working in social housing, significant experience with managing complex complaints, and strong knowledge of those escalated to the Housing Ombudsman Service. It's a great time to join this collaborative, friendly and supportive team, as we continue to improve our customers experience through understanding our complaints and adapting our services to meet their needs. - Lead officer for liaising with the Housing Ombudsman Service. - Gather information for investigations and ensure compliance with any orders made. - Work closely with the Service Manager to ensure compliance and embed learning from complaints across the organisation. Qualifications - Experience of handling complex complaints gained through working within a Social Housing sector. - Strong knowledge of the Housing Ombudsman Complaint Handling Code and Consumer Standards. - Strong customer communication skills in person, via telephone and email. - Experience of drafting detailed reports, complaint responses and regulatory submissions as part of Housing Ombudsman determinations. - Ability to collaborate with others and work independently, whilst managing tight deadlines and competing priorities. - Excellent investigation, analytical and problem-solving skills. - Be flexible, caring and resilient. - Strong ICT skills, including knowledge on Microsoft Systems. - Ideally have Line Management experience. Requirements - Homebased within the North West, within a reasonable travelling distance of our Head Office in Warrington. - Required to visit the Head Office approximately once a week. Benefits - Salary: £34,000 - £36,000 for a 35-hour week. - 26 days annual leave (holidays increase with time served) plus Bank Holidays. - Flexible, homeworking culture. - Access to Youggle House for collaboration, wellbeing, and social space. - Contributory pension with matching contributions (up to 8%). - Advanced level healthcare cash plan with various health and wellbeing benefits. - Discount scheme for cinema tickets, gym memberships, and more.