Complaints Dispute Resolution Lead

A leading Housing Association is currently for a Complaints Dispute Resolution Lead on a temporary basis for about 4 months

Key responsibilities

Demonstrate a personal commitment and responsibility for the business to provide a highly resolution-based service, aiming to advise and assist the business in resolving any escalated complaints at the second stage

Provide support to Heads of Service, Service Directors and managers at the review stage of the process, including drafting complex response letters

Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2

Assist in the production of regular Complaint Reporting for stage 2 and ombudsman cases, providing information for the service and to the business, ensuring information captured is relevant, accurate and timely and can be used to drive change and transformation in the organisation

Take responsibility for managing all contact and communication with the Housing Ombudsman and customers including implementation of any improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code

Identify potential reputational risk and work with operational teams and the complaint manager to take mitigating action and ensure learning lessons are logged, tracked and monitored and prioritised by the business

Be the subject matter expert for best practice and due diligence and to ensure effective management of escalated complaints and compliance with the Housing Ombudsman Complaint Handling Code

Ensure that you follow and keep up to date with all relevant statutory policies and related procedures including health and safety and financial regulations.

This is a hybrid role, three days in the office, Tuesday & Wednesday is mandatory and two days at home.

PAYE 26.94 & Umbrella 35.41

Essential requirements

Extensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints

Great attention to detail and a result driven approach

Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints

Exceptional communication and interpersonal skills to build rapport with customers, regulators and internal stakeholders

Proven ability to collaborate effectively and be influential with cross-functional teams to ensure the very best outcomes for our customers

Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards

Experience of administering a complaints or similarly complex process and co-ordination of complaint handling or a comparable process at Board/Director Level

A proven track record of delivering exceptional Customer Service

Excellent verbal and written communication skills as well as interpersonal skills

Knowledge and experience of communication to the Housing Ombudsman or other Ombudsman service

Experience of working with complaints in the housing sector