Stage 2 & Ombudsman Lead

Join Our Team as a Stage 2 and Housing Ombudsman Lead - 24 month FTC - up to £48,000

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.

• 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.

• 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.

For more detailed information, see the Job Description attached.

Closing date: 5th July 2026 at 11:55pm
Shortlisting: 6th July 2026
Interviews: Week commencing 13th July 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.