Complaints Dispute Resolution Lead - Service Care Solutions - Housing : Job Details

Job Advert: Dispute Resolution LeadLocation: London, W6 9EA (Hybrid)Organisation: Notting Hill GenesisSalary: £26.94 PAYE £31.60 Umbrella P hourContract: 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)

• 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.