Complaints Dispute Resolution Lead

Job Advert: Dispute Resolution Lead
Location: 1 Sussex Place, London, W6 9EA (Hybrid)
Salary: £35.41 per hour (Umbrella)
Contract: Temporary, Monday to Friday, 9:00 am - 5:00 pm (18 November 2024 - 9 February 2025)
Working Arrangement: Hybrid (3 days in-office: Tuesday, Wednesday, plus 1 other; 2 days remote)

• Act as a subject matter expert in resolving escalated complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code.


• Provide excellent customer service via correspondence, phone, or face-to-face interactions.


• Draft complex response letters for Heads of Service, Service Directors, and managers at review stages.


• Manage communications with the Housing Ombudsman and customers, implementing improvements where necessary.


• Identify and mitigate reputational risks, logging lessons learned and supporting operational teams in implementing improvements.


• Advise on compensation and complaint reviews, ensuring a robust and fair process.

• Proven expertise in dispute resolution and complaint management.


• Strong written and verbal communication skills with attention to detail.


• Ability to manage complex complaints and provide clear, empathetic resolutions.


• Familiarity with the Housing Ombudsman Complaint Handling Code is highly desirable.


• Commitment to providing a positive experience for residents and meeting diverse customer needs.