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Job Advert: Dispute Resolution Lead

Location: 1 Sussex Place, London, W6 Hammersmith
Organisation: Housing Association
Salary: £34.51per hour (Umbrella)
Contract: Start Date: ASAP Duration: 3 months (possible extension depending on candidate performance) Working Pattern: Hybrid 
Working Arrangement: Hybrid (3 days in-office: Tuesday, Wednesday, plus 1 other; 2 days remote)
Hours: 9-5

Our Client is seeking a Dispute Resolution Lead to play a pivotal role in resolving escalated complaints and improving customer satisfaction. This is a fantastic opportunity to contribute to a customer-focused team and help shape service improvements.

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