Insight And Systemic Lead

Opportunity to use your experience of complaint handling and resolution to investigate thematic and Systemic issues identified by our casework.  

The Housing Ombudsman Service provides independent, impartial and fair dispute support and resolution services for nearly 5 million households in England. 

The Insight and Systemic team, which is part of the Insight and Development function, holds landlords to account for their complaints handling performance through the analysis of statistics and investigation of reported service provision issues; identifying and prioritising intelligence. As an Insight and Systemic Lead, you will manage discrete projects, including conducting special investigations into individual landlords, as well as researching, drafting and presenting thematic and insight publications, to promote positive change across the social housing sector and improve residents’ lives and landlords’ services. 

Specifically, your role will include: 

• Leading and/or participating in a special investigation. This may include internal and external project work, landlord visits, professional discussions with stakeholders, and developing delivery materials for our Centre for Learning.   
• Drafting and actively managing the production of Insight and Development publications including Spotlight, Insight, Good Practice, bulletins, newsletters, thematic reports and ad-hoc products. 
• Liaising with landlords regarding actions on special reports, Good Practice, thematic reports and other investigative work, initiating further interventions and Systemic casework where required. 

In addition to your knowledge and experience of complaint handling and resolution, you’ll offer experience of planning and delivering research investigations, with the proven ability to analyse large volumes of evidence to reach credible conclusions and make sound recommendations for change. You’ll also require excellent oral and written communication skills to write and present our high-profile reports, as well as to build strong relationships internally and externally. 

It’s an exciting time to join us and to contribute your skills to making a difference for millions of households. 

For further details, please click apply and download the information pack.

CLOSING DATE: 23.59 on Sunday 7 July 2024. 

PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). The role will be closed to new applications immediately if / when we receive 120 applications or at the stated closing date – whichever occurs first. Applications after the role has closed cannot be accepted. We therefore strongly recommend applying as soon as possible. 

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