About the Role

You're recruited as a Senior Stage 2 Complaint Handler who serves as the organisation's final internal decision‑maker for escalated complaints. This key role requires making fair, balanced, evidence‑based decisions while ensuring compliance with policies, procedures, and the Housing Ombudsman Complaint Handling Code.

What You'll Do

• Lead Stage 2 complaint reviews and make impartial, final decisions
• Review Stage 1 investigations for fairness, quality, and compliance
• Identify gaps or failings and undertake further investigation where needed
• Produce high‑quality written responses outlining clear rationale and outcomes
• Work collaboratively with teams across the organisation
• Highlight systemic issues and support service improvement activity
• Provide guidance and coaching to Stage 1 Complaint Handlers
• Ensure all Stage 2 response timeframes and quality standards a...