Final Review Case Handler

Salary: Up to £45,492

Location: Home-based with weekly travel to office

Basis: Full-Time, Fixed Term until approx. 29 th October 2027

Are you an experienced complaints professional with strong regulatory knowledge and a passion for getting things right for customers?

We're launching a brand-new Final Stage Complaints Team and are looking for a Final Stage Complaint Handler to join us.

This is an exciting opportunity to be part of a new specialist team focused on managing high-level, complex and escalated complaints, including those referred to our Board, Executive Team and the Housing Ombudsman Service.

If you thrive on investigating complex cases, writing detailed responses and driving learning from complaints, we'd love to hear from you.

This role is on a fixed-term contract until approximately 29th October 2027

What could you be doing?

As a Final Stage Complaint Handler, you will:

• Take ownership of high-level and escalated complaints from initial assessment through to final resolution.

• Manage complex cases referred to Board and Executive level.

• Act as an expert in the Housing Ombudsman Complaint Handling Code.

• Liaise directly with the Housing Ombudsman Service, Councillors and MPs.

• Produce detailed, comprehensive written responses that clearly explain findings and proposed resolutions.

• Identify root causes, trends and learning outcomes from complaints.

• Work closely with Heads of Service and Senior Leaders to mitigate risk and improve services.
• Produce performance reports and contribute to organisational learning.

You'll play a vital role in ensuring our final stage complaint handling is robust, fair, compliant and customer-focused, helping us strengthen governance while improving outcomes for our customers.

What are we looking for from you?

We're looking for experienced complaint handlers who are confident working in a regulated environment.

You will have:

• Experience in a senior complaint handling role.

• Strong working knowledge of the Housing Ombudsman Complaint Handling Code.

• Experience managing complex and executive-level complaints.

• Experience working within a highly regulated environment.

• Excellent written skills, with the ability to produce detailed, balanced and risk-aware responses.

• Strong analytical skills and the ability to identify trends and learning.

• Confidence influencing colleagues and working with senior stakeholders.

• A calm, professional approach when handling sensitive and challenging situations.

• High levels of IT literacy, particularly in Microsoft Office.

• Driving license and use of your own vehicle.

You'll be proactive, resilient and committed to delivering high-quality outcomes that build trust with customers.

Why Join Us?

This is a unique opportunity to join a newly established team at a pivotal time. You'll help shape how we manage final stage complaints, embed learning and strengthen compliance across Platform.

With a new team in place now is an exciting time to be part of this new chapter.

If you're ready to make a real impact and help drive service improvement at the highest level, click Apply Now

What are some of our great benefits?

• Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave

• Family friendly policies including generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave

• Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts

• Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and more

• Pension contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)

• Learning and Development opportunities

• Salary sacrifice electric vehicle scheme

• Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers

For more information, please refer to the full Job Description for Final Review Case Handler or contact ***email_hidden***.

We encourage early applications as we may close the advert sooner if we receive a high volume of interest.