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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)
Key Responsibilities
- 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.
What We're Looking For
- 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.
