Title:  HOS Performance Improvement Officer

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

HOS Performance Improvement Officer

Base office location may vary dependent upon suitable candidate -  balance of home and office working

£32,242 - £33,939 per year

37.5 hours per week – Monday to Friday, 9am-5pm

We are currently looking for a HOS Performance Improvement Officer to join our Case Resolutions Team. The role is responsible for the day to day management of our relationship with the Housing Ombudsman through effective and timely management of enquiries, investigations and determinations. It also is responsible for actively implementing our complaints learning framework and engaging with colleagues across the business.

The role of HOS Performance Improvement Officer will include:

• Ensuring timely and accurate coordination of all Housing Ombudsman communications
• Responsible for assigned Housing Ombudsman cases and ensuring compliance to orders made by the regulator
• Preparing Housing Ombudsman Investigation Packs
• Attending regular meetings and facilitate sessions with operational management teams to discuss complaints, improvement opportunities and service failures - ensuring that learning opportunities are acted upon
• Staying up to date with changing guidance, best practice and information from the sector, including the Housing Ombudsman and Regulator of Social Housing. Provide updates, briefing and presentations as required, and ensure relevant procedures and flagged for review
• Acting as a central point of expertise in relation to the legislative and regulatory approach to complaints handling also ensuring that all service areas are aware of complaints and enquiry handling requirements providing support, coaching and training as required
• Engaging with resident panels and groups, providing insight and information regarding complaint performance and drivers that enable effective resident scrutiny and identify improvement opportunities

Skills and experiences:

• NVQ3 in relevant area e.g. business administration, customer service
• Knowledge and experience of working within a regulated sector/industry
• Working knowledge and experience of CRM systems, all windows applications
• Proven experience analysing and diagnosing complex problems and implementing effective solutions
• Experience in completing detailed and complex investigations
• Knowledge and experience of the Housing Ombudsman Service and or Regulator of social housing
• Excellent analytical skills with proven ability to make sound, common sense judgements
• Excellent written and oral communication skills
• Excellent time management skills
• Ability to provide constructive feedback to colleagues to support continuous improvement and staff development

Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

Our Benefits    

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Volunteering scheme
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans  
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• £32,242 per annum (rising to £33,939 per annum after 12 months service subject to satisfactory performance)

To view the job profile, please click here

Closing Date:24 April 2024

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

‘For an insight into what it’s like to work for us, take a look at#LifeatSanctuaryon Twitter’

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.