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- Tasks: Lead complex complaint investigations and ensure compliance with Ombudsman standards.
- Company: Major G15 housing provider in Central London with a focus on customer relations.
- Benefits: Competitive hourly rate, hybrid work model, and impactful role in the housing sector.
- Why this job: Make a real difference by resolving resident complaints and improving service quality.
- Qualifications: Experience in Stage 2 reviews and strong knowledge of the Housing Ombudsman Complaint Handling Code.
- Other info: Fast-paced environment with opportunities for professional growth and development.
The predicted salary is between 22 - 33 £ per hour.
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.
- Essential: 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.
- Desirable: 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.)
Application Process: 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 employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Dispute Resolution Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. Sometimes, a friendly nudge can lead to a hidden job opening.
✨Tip Number 2
Prepare for those interviews by practising common questions related to complaints resolution. We all know that confidence is key, so role-play with a friend or in front of the mirror to nail your responses.
✨Tip Number 3
Showcase your expertise! When you get the chance to discuss your experience, highlight specific cases where you successfully resolved complaints. This will demonstrate your ability to handle complex situations under pressure.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Dispute Resolution Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your Stage 2 review and Ombudsman-level experience. We want to see how your skills match the role, so don’t be shy about showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role involves a lot of communication with residents, it’s crucial to demonstrate your excellent communication skills in your application. Use clear and concise language to reflect your ability to manage expectations and advocate for residents.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can think critically and solve problems effectively. In your application, share examples of how you’ve tackled complex cases in the past, especially under pressure.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your CV and ensure you’re considered for this exciting opportunity.
How to prepare for a job interview at Hays
✨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 it 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
Think about some complex complaints you've handled in the past. Be prepared to walk through your thought process, the evidence you gathered, and how you reached your decisions. This will demonstrate your critical thinking skills and your ability to manage high-pressure situations.
✨Show Empathy and Communication Skills
Since this role involves communicating with residents, practice articulating your thoughts clearly and empathetically. You might want to role-play some scenarios with a friend or family member to get comfortable with managing expectations and advocating for residents.
✨Familiarise Yourself with Tenancy Agreements
Understanding tenancy and leasehold agreements is crucial for this position. Review common terms and obligations so you can confidently discuss how they impact decision-making during the interview. This will highlight your readiness to hit the ground running.
