Housing Condition & Dispute Resolution Manager in Liverpool

Job Description

Job Title: Housing Condition & Dispute Resolution Manager

Contract Type: Permanent

Salary: £58,238.15 (£64,198.01 is achieved after 12 months successful performance in the role)

Working Hours: Full Time - 35 Hours

Working Pattern: Monday to Friday

Location: Speke, Liverpool

We will accept applications on the basis of any form of valid legal permission to work in the UK, but we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Housing Condition & Dispute Resolution Manager

As part of a sector-leading national team, you will lead the management of complex housing condition claims and Alternative Dispute Resolution cases, working collaboratively across legal, technical and operational disciplines. Your focus will be on resolving issues efficiently while rebuilding customer trust and minimising financial risk.

You will also oversee the in-house stock condition survey team, ensuring robust delivery of the programme to inform our strategic investment and long‑term planning.

Supporting the Head of Performance & Improvement, you will help shape our approach to housing condition compliance – ensuring the service provides expert technical advice and effectively handles complex case management to meet all our regulatory and legislative requirements.

You will lead the delivery of high‑performing team managing complex repairs and their associated risks, including enforcement action and Category 1 HHSRS hazards, embedding best practice and building capability across a geographically diverse team.

Through clear, proactive communication, you will keep customers and colleagues informed, reduce escalation risk and protect Riverside's reputation – consistently delivering a customer‑focused, high‑quality service.

About you

• Experience of successfully leading, managing, and motivating multiple teams, including managing team performance with a proven track record of policy and service development in a complex multi‑site environment.
• Results driven and commercially aware with a focus on continuous improvement and the ability to drive change.
• Sound knowledge of key business risk, sector risk, property safety risk to customers and ability to horizon scan and assess impact on business and customers.
• Proven track record in delivering programmes of work, with effective contract management skills including managing service and maintenance contracts and a good understanding of project management methodologies.
• Evidence of using sound judgement when making effective decisions.

Why Riverside?

At Riverside, we're a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Role Profile

Accountabilities or "What You Have to Do"

• Lead, manage and motivate a team of managers to ensure the delivery of a high-quality service to customers, developing and implementing operational objectives including key performance indicators, to underpin the Homes Strategy and The Riverside Group's overall strategic vision.
• Responsible for the development and operational effectiveness of Disrepair activity, structural works, Party Wall, Category 1 HHSRS actions and legal enforcement notices, including related policies and procedures. Ensuring appropriate team structures, sufficient resources and effective business processes are deployed to successfully deliver the business strategy.
• Responsible for the development and delivery of in-house Stock Condition Survey activity. Ensuring operational effectiveness of the internal surveying programme to meet annual targets, including survey and data standards, quality assurance processes, and outputs support investment planning and compliance requirements. With appropriate structures, resources and systems in place to deliver organisational objectives.
• Embed a performance management and customer focused culture to ensure effective service delivery of the business function. Providing expertise, coaching and other developmental support as required, ensure a quality service is provided and underperformance is dealt with appropriately.
• Responsible for the provision of technical risk-based information on behalf of Asset Services, supporting incident management of Housing Condition reports, Local Authority Enforcement Action and Category 1 Health and Safety Rating Risks, providing points of contact to support business recovery and resolution.
• Act as a lead advisor for the team's management of complaints, leading escalation of Alternative Disrepute Resolution cases, working with appropriate internal and external stakeholders to ensure investigations are brought to an effective and timely conclusion, including the production of specific action plans to address the original issue and avoid future recurrences.
• Contribute to and inform the development and implementation of a risk management approach to reduce the Group's liability to legal claims. Ensuring adherence to regulatory, statutory and legal compliance, providing advice and guidance on the risks associated with service breakdown.
• Work collaboratively with the leadership team to implement the Group wide approach in tackling property condition matters, including policy, procedure, and guidance, considering legal requirements and best practice across the sector.
• Represent the group at external forums, engaging with stakeholders, proactively informing and sharing best practice solutions to ensure continuous improvement of the service.
• Manage internal and external stakeholders effectively, building constructive working relationships. Driving innovation, efficiencies, and annual cost reduction opportunities over the lifecycle of a housing condition claim and complex repairs, identifying, implementing, and monitoring improvement targets as appropriate.
• Lead the scoping, specification, mobilisation and implementation of new contracts. Work with procurement and legal colleagues to assess the competence of potential suppliers throughout the procurement process and act as decision maker in terms of successful appointment.
• Oversee and lead on supply chain competency, providing assurance of effective contract management and implementation of the performance framework for each contract, including service level agreements, key performance indicators and management of emerging risks.
• Ensure the provision of a suite of accurate and timely reports to key stakeholders, in relation to housing condition repair and legal services contracts, highlighting trends, issues, and potential risks, for review at regular performance meetings and to inform decision making as required.
• Develop and review relevant budgets, ensuring expenditure is managed, monitoring payment transactions in line with the Group's financial controls for compliance with the purchasing system and associated processes, addressing and resolving issues as required.
• Ensure the maintenance of accurate records and the integrity and quality of data for regular analysis and reporting.
• Manage enquiries effectively, providing clear, supportive and accurate advice or signposting as appropriate and escalating complaints and complex queries via the appropriate channels to ensure resolution.
• Ensure internal business processes, GDPR and Health & Safety requirements are followed in line with the Group's policy, procedures and statutory regulation.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.

Person specification

Knowledge, Skills and Experience

Essential

• Experience of successfully leading, managing, and motivating multiple teams, including managing team performance with a proven track record of policy and service development in a complex multi‑site environment.
• Results driven and commercially aware with a focus on continuous improvement and the ability to drive change.
• Sound knowledge of key business risk, sector risk, property safety risk to customers and ability to horizon scan and assess impact on business and customers.
• Proven track record in delivering programmes of work, with effective contract management skills including managing service and maintenance contracts and a good understanding of project management methodologies.
• Evidence of using sound judgement when making effective decisions.
• Customer focused with excellent written and verbal communication skills, and the ability to work at all levels within the business.
• Effective stakeholder management, both internally and external to the organisation, including the ability to engage and influence others.
• Extensive experience in the housing sector, ideally working within a customer focussed Asset Management team.
• Experience of preparing and presenting reports to senior management team.
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Excellent team player who can work flexibly to meet business requirements.
• Proficient in the use of Microsoft Office.

Desirable

• CIH Diploma in Housing
• ILM Leadership & Management
• Relevant building, maintenance, compliance, or facilities management qualification e.g. HNC in Building.
• Relevant health and safety qualification e.g. NEBOSH General, or equivalent.
• Relevant professional qualification.

About Us

Riverside is one of the UK's leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Our Values and Behaviours

Creating an Inclusive Environment