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.
- 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.
