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- Tasks: Lead complex complaint investigations and ensure compliance with Ombudsman standards.
- Company: Major G15 housing provider focused on impactful customer relations.
- Benefits: Competitive hourly rate, hybrid work model, and potential for contract extension.
- Why this job: Make a real difference in residents' lives by resolving complaints effectively.
- Qualifications: Experience in Stage 2 reviews and strong knowledge of complaint handling codes.
- Other info: Fast-paced environment with opportunities for professional growth.
The predicted salary is between 50000 - 70000 £ per year.
This is a fast-paced and impactful opportunity for an experienced complaints specialist to play a pivotal role in delivering Ombudsman-compliant Stage 2 complaint reviews within a major G15 housing provider. As the Complaints Dispute Resolution Lead, you will handle complex, high-volume Stage 2 investigations, ensuring all cases meet the Housing Ombudsman’s Complaint Handling Code. You’ll use your expertise to assess evidence, challenge service failings, and produce well-reasoned, timely responses that reflect both regulatory requirements and the organisation’s responsibilities as a registered social landlord.
This role requires someone who can hit the ground running, operates confidently under pressure, and brings clear, demonstrable experience of Ombudsman-level decision-making. With independently regulated work and deadlines tied to the end of the tax year, you will play a crucial role in helping the organisation deliver high-quality complaint resolutions for residents.
Key Responsibilities- Lead the delivery of Stage 2 complaint reviews to Ombudsman-compliant standards.
- Investigate a high volume of complex cases, ensuring decisions are evidence-based, fair, and clearly articulated.
- Apply the Housing Ombudsman Complaint Handling Code in every investigation, demonstrating a clear and proactive understanding of the requirements.
- Analyse landlord and resident obligations within tenancy and leasehold agreements and apply these accurately within decision-making.
- Manage tight deadlines and work effectively under pressure to meet regulatory expectations.
- Communicate professionally and empathetically with residents, managing expectations and representing the organisation with diplomacy and clarity.
- Work collaboratively with internal colleagues, using initiative to gather evidence and problem-solve assertively.
- Take responsibility for rapidly learning and applying policies, procedures and housing knowledge necessary for the role.
- Clear and uninterrupted Stage 2 review / Ombudsman-level experience within a registered social landlord.
- Strong working knowledge of the Housing Ombudsman Complaint Handling Code and its practical application.
- Understanding of tenancy and leasehold agreements, landlord/resident obligations, and the service expectations of a large G15 provider.
- Proven ability to investigate independently, apply critical thinking, and produce high-quality written decisions under pressure.
- Excellent communication skills with the ability to demonstrate empathy, manage expectations, and advocate appropriately for residents.
- Experience reviewing complaints within a large-scale housing organisation (tens of thousands of homes).
- Knowledge of complex housing services (repairs, ASB, allocations, tenancy management, etc.).
Submit an up-to-date CV demonstrating your Stage 2 / Ombudsman complaint review experience. You must meet the essential criteria to be considered, due to regulatory requirements. Candidates must be available to start immediately or within a maximum of 2 weeks.
Complaints Dispute Resolution Lead in City of London employer: Hays London Ebury Gate
Contact Detail:
Hays London Ebury Gate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Dispute Resolution Lead in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or related fields. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints resolution. Think about your past experiences and how they align with the role. We want you to showcase your skills in handling complex cases and your understanding of the Ombudsman’s standards.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you on their radar and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website for the best chance at landing that Complaints Dispute Resolution Lead position. We’re all about making the process smooth and ensuring your application gets the attention it deserves!
We think you need these skills to ace Complaints Dispute Resolution Lead in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your Stage 2 review experience and any relevant Ombudsman-level work. We want to see how your skills match the role, so don’t be shy about showcasing your expertise in complaint handling!
Showcase Your Communication Skills: Since this role involves a lot of communication with residents, it’s crucial to demonstrate your ability to communicate professionally and empathetically. Use examples in your application that show how you’ve managed expectations and resolved conflicts.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can think critically and solve problems effectively. In your application, share specific instances where you’ve tackled complex cases or challenges, especially in a high-pressure environment.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Hays London Ebury Gate
✨Know Your Ombudsman Code
Make sure you have a solid understanding of the Housing Ombudsman Complaint Handling Code. Brush up on its key principles and be ready to discuss how you've applied them in your previous roles. This will show that you’re not just familiar with the code, but that you can use it effectively in real situations.
✨Prepare for Complex Case Scenarios
Expect to be asked about your experience handling complex complaints. Prepare specific examples where you’ve successfully navigated challenging cases, highlighting your critical thinking and decision-making skills. This will demonstrate your ability to manage high-volume investigations under pressure.
✨Showcase Your Communication Skills
As a Complaints Dispute Resolution Lead, you'll need to communicate professionally and empathetically. Think of examples where you’ve managed resident expectations or resolved conflicts through effective communication. Practising these scenarios can help you articulate your approach during the interview.
✨Demonstrate Your Teamwork Ability
Collaboration is key in this role. Be prepared to discuss how you’ve worked with colleagues to gather evidence and solve problems. Highlight any instances where your initiative led to successful outcomes, as this will show that you can work well within a team while also taking responsibility for your own tasks.
