Complaints Dispute Resolution Lead

A leading Housing Association is looking for a Complaints Dispute Resolution Lead on a temporary basis for about 3 months

Key responsibilities

• Clear & uninterrupted Stage 2 review/Ombudsman/management level experience with a registered social landlord.
• Clear understanding of the Housing Ombudsman complaint handling code and how it will relate to their day-to-day work. Ability to demonstrate knowledge and understanding of the Ombudsman complaint handling code without being prompted.
• Understanding of the landlord/resident obligations within tenancy/leasehold agreements and how it relates to the policies and procedures of a G15 landlord with a housing stock in the tens of thousands along with its service provision to residents, which they would be reviewing via the complaints process.
• Ability to complete stage 2 reviews under pressure, to tight deadlines and to an Ombudsman code compliant standard.
• Ability to respond to a variety of types of complaints which a G15 HA would receive.
• Need to demonstrate the ability to proactively investigate cases, take the initiative in problem solving rather than waiting for delegation and be assertive yet diplomatic when reaching out colleagues internally while advocating for the resident throughout.
• They also need to demonstrate the ability to represent the organisation to residents, showing empathy while managing their expectations and possessing the ability to communicate the terms of the tenancy agreement/leasehold, our policies & procedures and the Ombudsman complaint handling code if necessary.
• They should also be able to learn the above areas quickly and appreciate that this knowledge is key to their role, taking responsibility for understanding it independently.

This is a hybrid role, 2 days in the office, Wednesday and Thursday is mandatory and three days at home.

PAYE £27.48 & Umbrella £36.34