Stage 2 & Housing Ombudsman Lead

Join Our Team as a Stage 2 and Housing Ombudsman Lead - Full Time - Permanent - £48,000 per annum

The Stage 2 and Housing Ombudsman Leads are responsible for day to day contact between Wandle and the Housing Ombudsman Service, overseeing the coordination and delivery of all Stage 2 complaints and Housing Ombudsman cases. We are focused on re-building trusted relationships with our tenants through the creation of a new team, that will drive up the standards of complaint resolution here at Wandle.

What You’ll Do:

• Primary Liaison: Serve as the main contact with the Housing Ombudsman Service.
• Complaint Management: Oversee the full process for Stage 2 and Ombudsman complaints with swift, high-quality responses.
• Case Coordination: Prepare and coordinate comprehensive case files and evidence packs.
• Expert Guidance: Advise on complex, high-risk cases and set complaint handling standards.
• Response Leadership: Lead clear, compliant responses to Ombudsman enquiries and determinations.

What We’re Looking For:

• Experience: Experience handling Stage 2 or complex complaints for a Housing Association.
• Knowledge: Deep understanding of the Housing Ombudsman Code.
• Independent: Able to work independently and manage your own caseload and conflicting deadlines.
• Organised: Ability to maintain strong organisation at all times.
• Supportive: Strong coaching skills, with a desire to guide others to high levels of customer service.

Ready to make a real impact? Apply now and become a role model for exceptional service and customer care.

Closing date: Sunday 13th September 2026 at 11:55pm

Shortlisting: Monday 14th September 2026

Interviews: Week commencing 21st September 2026

Please note, Wandle is not able to support any visa sponsorship requests. You need to have the right to work in UK to be considered for this role.