Complaints Dispute Resolution Lead
21 hours ago
London
Job Description Complaints Dispute Resolution Lead | Temp | Hybrid | £27.48 p/h | Central London | Housing Sector Complaints Dispute Resolution LeadJob title: Complaints Dispute Resolution LeadArea of work: Complaints, Customer Relations& Dispute ResolutionContract type: Temporary (3 months initially, extension possible)Employment type: Full-timeHourly Rate: £27.48 p/hr (via Hays)Location: Hybrid (2 days in office: Wednesday& Thursday; 3 days remote)Start date: ASAPNotice period: Maximum2 weeks – essential If you want to know about the requirements for this role, read on for all the relevant information. OverviewThisis a fast-paced and impactful opportunity for an experienced complaintsspecialist to play a pivotal role in delivering Ombudsman‑compliantStage 2 complaint reviews within a major G15 housing provider.As theComplaints Dispute Resolution Lead, you will handle complex, high‑volumeStage 2 investigations, ensuring all cases meet the Housing Ombudsman’sComplaint Handling Code. You’ll use your expertise to assess evidence,challenge service failings, and produce well‑reasoned, timelyresponses that reflect both regulatory requirements and the organisation’sresponsibilities as a registered social landlord.Thisrole requires someone who can hit the ground running, operates confidentlyunder pressure, and brings clear, demonstrable experience of Ombudsman‑leveldecision‑making. With independently regulated work anddeadlines tied to the end of the tax year, you will play a crucial role inhelping the organisation deliver high‑quality complaint resolutions for residents. Key Responsibilities • Lead the delivery of Stage 2 complaint reviews to Ombudsman‑compliant standards., • Investigate a high volume of complex cases, ensuring decisions are evidence‑based, fair, and clearly articulated., • Apply the Housing OmbudsmanComplaint Handling Code in every investigation, demonstrating a clear and proactive understanding of the requirements., • Analyse landlord and resident obligations within tenancy and leasehold agreements and apply these accurately within decision‑making., • Manage tight deadlines and work effectively under pressure to meet regulatory expectations., • Communicate professionally and empathetically with residents, managing expectations and representing the organisation with diplomacy and clarity., • Work collaboratively with internal colleagues, using initiative to gather evidence and problem‑solve assertively., • Submit an up‑to‑date CV demonstrating your Stage 2 / Ombudsman complaint review experience., • You must meet the essential criteria to be considered, due to regulatory requirements. xrnqpay, • Candidates must be available to start immediately or within a maximum of 2 weeks. 4765423