Complaint Dispute Resolution Leads

We’re on the lookout for 4x highly experienced Complaint Dispute Resolution Leads to join a fantastic London-based housing association with offices in North and West London. 

These are ongoing temporary positions offering an hourly rate of and the flexiblity to work from home twice a week; 

• £26.04 PAYE 
• £35.41 Umbrella 

Role Overview: 

• The Dispute Resolution Lead is a new role and aims to give a positive resolution to residents who have had a poor experience with the organisation and deliver positive and responsive closure to their complaint.
• You’ll work with teams who deliver the service to ensure that escalated complaints are resolved and that the risk of adverse findings against the organisation are reduced.
• Provide excellent customer service when interacting with customers either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer
• 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
• 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 organisation and statutory policies and related procedures including health and safety and financial regulation

If this is of interest to you, please apply today for the full details.