Head of Casework Assessment and Support

Housing Ombudsman Service

Home based, with the need to travel nationally depending on business need

  • Location Home based, with the need to travel nationally depending on business need
  • Sector Regulation & Professional Standards
  • Client Housing Ombudsman Service
  • Job Type Permanent
  • Salary/Remuneration c. £70,000 per annum + benefits
  • Reference GSe114922
  • Closing Date Monday 14th October -12.00 noon

This is a unique opportunity within an organisation dedicated to serving the public's best interests, with ambitious goals to achieve even more.

Our mission is to enhance residents’ lives and improve landlords’ services by addressing housing complaints. The Housing Ombudsman offers an independent, impartial, and free service for social housing residents. We provide final resolutions on disputes between residents and landlords who are members of our Scheme, which includes tenants and leaseholders of housing associations and local authorities, as well as voluntary members such as private landlords and letting agents.

The Head of Casework Assessment and Support position is part of the Dispute Support and Resolution Directorate. This directorate is focused on delivering impactful casework to improve both the lives of residents and the services provided by landlords.

In this role, the Head of Casework Assessment and Support will offer senior leadership to the Casework Assessment and Support team, ensuring high-quality service in assessing resident referrals, triaging disputes through appropriate resolution channels, and providing centralised casework business support. The goal is to deliver impactful services that create positive customer experiences whilst meeting business plan targets, commitments, and strategic objectives.

As part of the Senior Leadership Team, and in collaboration with the Executive Leadership Team, this role will help drive the delivery and design of the business plan and ensure successful implementation of the Directorate’s strategy. The post holder will also ensure that corporate values and behaviours are instilled across their teams.

We are seeking an exceptional leader with experience of managing complex, high-volume operations and a proven ability to manage large caseloads and customer interactions. We welcome interest from candidates with a track record of improving performance and leading a large operational function. Experience at management level, coupled with strong procedural knowledge, is crucial. Additionally, the ability to motivate and lead teams, build high-performing cross-functional units, and promote a culture of inclusivity, customer focus, and continuous improvement is essential.

We are on a clear path to delivering the high-quality service the public deserves, and this is your chance to play a key role in that journey.

For a confidential discussion about this role, please contact:

James Tidswell: james.tidswell@gatenbysanderson.com 07768 695638
Laura Turley: laura.turley@gatenbysanderson.com 07393 011150

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Contacts

Laura Turley: 07443460104
James Tidswell: 07768 695 638

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