Ombudsman

• Submitting decisions in the required format within the specified time limits.
• Determining and/or mediating complaints across all NHOS jurisdictions in line with instructions from the Chief Ombudsman and Lead Ombudsman, and in accordance with the Code of Conduct for Ombudsmen and Mediators and the NHOS Competency Framework.
• Discussing any unusual or complex issues with the Chief Ombudsman, Lead Ombudsman, or other members of the NHOS complaints team as appropriate.
• Producing decisions and providing mediation or conciliation services that ensure high levels of customer satisfaction.
• Working with colleagues to develop and adopt new approaches to casework, in consultation with the Chief Ombudsman and NHOS Operations Manager.
• Considering documentation submitted by the consumer and house builder or developer when reviewing complaints.

• Have a minimum of 2–3 years’ experience in a decision-making role, ideally in dispute resolution, complaints handling, or a regulatory setting; experience in an ombudsman environment would be advantageous.
• Be confident managing a large caseload and meeting tight deadlines under pressure.
• Demonstrate knowledge of mediation and conciliation processes; practical experience or relevant qualifications in this area would be an advantage.
• Possess sound working knowledge of Microsoft Word, Excel, Outlook, SharePoint, PowerPoint, Salesforce, MS Teams, and Zoom, with the ability to quickly learn new systems and tools.
• Hold an honours degree or relevant professional qualification.

This is a full-time, remote based position with a salary of £50,470 per annum.

• 33 days holiday inc bank holidays
• BUPA Private healthcare
• BUPA Wellbeing cash plan
• Pension Scheme
• Additional day off for your birthday