Ombudsman Compliance Lead

Ombudsman Compliance Lead

• Location: Pitsea, SS13 - Hybrid Working
• Job Type: Temporary (until end of March 2026)
• Salary: 17.79 PAYE per hour or 20.32 umbrella per hour

We are seeking an Ombudsman Compliance Lead to manage all interactions within the Housing Ombudsman team, ensuring full compliance with determinations and managing all Ombudsman-related requests. This role is crucial in maintaining accountability and ensuring the organisation adheres to regulatory standards.

Day-to-day of the role:

• Act as the primary liaison within the Housing Ombudsman team, managing responses to requests for information and compliance with determinations.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and all relevant regulatory requirements.
• Track and report on Ombudsman determinations, ensuring actions are implemented promptly and accurately.
• Work closely with Complaint Investigators and other internal teams to ensure that complaints referred to the Ombudsman are resolved appropriately.
• Maintain accurate records of all interactions with the Ombudsman for audit and compliance purposes.

Required Skills & Qualifications:

• Proven experience in a similar role within a contact centre or customer service environment.
• Preferred experience in a social housing or similar public sector service environment.
• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Organisational and time management skills, with the ability to deliver against SLAs.
• Demonstrable experience of working in a compliance setting.
• Excellent knowledge of the Housing Ombudsman Complaint Handling Code.

How to Apply:

To apply for the Ombudsman Compliance Lead position, please submit your CV detailing your relevant experience and qualifications.