Investigator

The New Homes Ombudsman Service (NHOS) provides free, independent dispute resolution for consumers who have purchased a new-build home from a developer registered with the New Homes Quality Board (NHQB). We help ensure that complaints are handled fairly and impartially, promoting high standards across the new homes sector.

As we continue to grow, we're looking for an Investigator to join our team and play a key role in resolving disputes and delivering excellent customer outcomes.

About the role

This is a varied and rewarding position where you'll investigate complaints, review evidence, engage with customers and developers, and support early resolution wherever possible. You'll manage your own caseload and help ensure complaints are handled fairly, efficiently and in line with the New Homes Quality Code.

Location

Hemel Hempstead (hybrid - 2 days a week in the office) or remote for the right candidate.

Hours

35 hours per week, Monday to Friday, 9am to 5pm.

Some of the key responsibilities include

• Manage and investigate a caseload of complaints from initial review through to resolution.
• Assess evidence and gather additional information where required.
• Communicate with consumers, developers and other stakeholders.
• Identify opportunities to achieve an early resolution without the need for a formal Ombudsman decision.
• Prepare clear case records, recommendations and resolution agreements.
• Support the implementation of Ombudsman decisions and monitor outcomes.
• Contribute to the continuous improvement of our service.

About You

• We're looking for someone who can analyse information objectively, communicate confidently and manage competing priorities in a busy casework environment.

Essential Skills and Experience

• Experience analysing complex information and reaching balanced, evidence-based conclusions.
• Strong written and verbal communication skills.
• Excellent attention to detail and sound judgement.
• Ability to manage a varied workload and work independently.
• Proficiency in Microsoft Word, Excel and Outlook.
• Strong interpersonal skills with the ability to engage effectively with a range of stakeholders.

Why Join Us?

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

NHOS is a stand‑alone subsidiary of TDS Group, a not for profit organisation dealing primarily with tenancy deposits and disputes.

NHOS is committed to equality, diversity and inclusion in our workforce and to be truly representative of all sections of society and our customers.

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