Accessibility, Safeguarding & EDI (Customer) Lead

As Accessibility, Safeguarding & EDI (Customer) Lead, you will use your expert knowledge of inclusion and accessibility to front-end customer services (with a focus on digital and telephony access) to co-ordinate and deliver all organisational activities in relation to customer accessibility, safeguarding and EDI.
The Housing Ombudsman Service provides independent, impartial and fair dispute resolution for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services., Based within our Quality, Engagement and Development function, you will:
+ provide overall subject matter expert knowledge and organisational support – coordinating, developing, reviewing, assessing and delivering customer facing services, tools and policies that positively impact HOS service delivery to customers;
+ ensure that there are robust policies, processes and guidance in place, to support HOS staff in delivering these services, evaluating their effectiveness;
+ monitor and report on organisation adherence as required, highlighting and mitigating risks; and
+ contribute to achievement of HOS’ customer plans.

Person specification
In addition to your in-depth knowledge of inclusion and accessibility to front-end customer services, with focus on digital and telephony access, your track record will evidence your ability to:
+ deliver and maintain services that positively support individuals with additional needs; and
+ develop, review and maintain policies, processes, guidance and learning materials leading on customer-centric policy, process and guidance creation.
You’ll also be highly collaborative in approach and possess the communication skills to form and maintain effective relationships with stakeholders at all levels, internally and externally.
In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35-hour working week.
For further details, please click ‘apply’ and download the information pack. We hope you choose to contribute your skills to the evolution of our ambitious, influential and rapidly expanding organisation. When applying, within your supporting statement, please refer to the essential criteria in the person specification and evidence how you meet it.
CLOSING DATE: 23.59 on Monday 25 November 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 80 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.

Supporting documents
https://housing-ombudsman-careers.org.uk/2021/wp-content/uploads/2024/11/Accessibility-Safeguarding-EDI-Customer-Lead-Candidate-Information-Pack.pdf

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

25 days annual leave, plus bank holidays
- Christmas closure days
- Flexible working
- Annual health check
- Local Government Pension Scheme membership