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Complaints Dispute Resolution Lead

Job Description


Job Advert: Dispute Resolution Lead
Location: London, W6 9EA (Hybrid)
Organisation: Notting Hill Genesis
Salary: £26.94 PAYE £31.60 Umbrella P hour
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.