Summary: The Dispute Resolution Lead will be responsible for managing escalated complaints within a Housing Association, ensuring compliance with the Housing Ombudsman Complaint Handling Code. This role involves providing exceptional customer service, drafting complex response letters, and advising on compensation and complaint reviews. The position is hybrid, requiring in-office presence three days a week while also allowing for remote work. The contract duration is three months with a possibility of extension based on performance.

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.

Key Skills:

• 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.

Salary (Rate): £34.51

City: London

Country: United Kingdom

Working Arrangements: Hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Other