Details

Reference number

386639

Salary

£45,960

Job grade

Other

Contract type

Permanent

Type of role

Other

Working pattern

Flexible working, Full-time

Number of jobs available

Contents

Location

About the job

Benefits

Things you need to know

Apply and further information

Location

Remote working (anywhere in the UK)

About the job

Job summary

With increasing numbers of residents requesting our support to investigate and help resolve their complaints, we’re substantially adding to our team of Investigators.

The Investigator role sits within the Dispute Resolution function which is responsible for conducting fair, impartial and independent investigations into complaints brought to the Ombudsman by residents.

Job description

Using attention to detail, logical and inquisitorial thinking, Investigators assess landlord responses to complaints against policy, procedure, legislation and any relevant good practice and make decisions about the landlord’s handling of the substantive issue of complaint and its complaint handling.

With clear, concise and plain language skills Investigators communicate the outcome of decisions, orders and recommendations to all involved parties within an appropriate timescale, ensuring that work is of a high quality and meets our casework standards.

Working independently and using your own initiative, you will use your investigative skills and excellent customer care skills to investigate housing complaints within the jurisdiction of the Housing Ombudsman. You will define the outstanding issues of complaint and write clear and concise investigation reports. A proportion of our residents are vulnerable and you will be responsible for guiding them through the process.

On completion of the investigation, you will use guidance and insight to make appropriate recommendations that put things right for the resident where there has been a failure. You will also use your insights and experience to make creative but reasonable recommendations to influence the future of the landlord’s complaint handling where improvements are identified. In addition, Investigators are responsible for sharing knowledge and insight gathered from their caseload to ensure that best practice and areas for improvement are identified and addressed.

Person specification

For this key remit, you will offer the proven ability to analyse large volumes of complex information at pace in order to reach fair and balanced decisions. This skill may stem from your experience within the social housing sector, an ombudsman, legal and / or regulatory body. You’ll need excellent communication skills, including experience in producing high quality written reports, as well as the proven ability to actively listen to customers, including those that are vulnerable.

Housing law knowledge will be an asset, though it is your ability to reach fair findings within a high volume, fast-paced and target driven environment that is essential.

In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35-hour working week. Roles available on a full-time or a part-time (17.5 hours per week) basis.

It’s an exciting time to join us and to contribute your skills to improving residents’ lives and landlords’ services.

For further details, please download the information pack.

CLOSING DATE: 23.59 on Monday 20th January 2025

We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.

Supporting documents

https://housing-ombudsman-careers.org.uk/2021/wp-content/uploads/2025/01/Investigator-2025-Candidate-Information-Pack.pdf

Benefits

25 days annual leave, plus bank holidays
Christmas closure days
Flexible working
Annual health check
Local Government Pension Scheme membership

Things you need to know

Selection process details

To apply please click on link below

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name :

Jonathan McIntyre - CJA Recruitment

Email :

cja@cjagroup.com

Recruitment team

Email :

cja@cjagroup.com

Further information

https://housing-ombudsman-careers.org.uk/job/investigators/

Housing Ombudsman Service

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