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- Tasks: Investigate and resolve housing complaints, managing a caseload of around 10 per week.
- Company: Local authority in Hammersmith with a focus on community support.
- Benefits: £32.64 per hour, hybrid working, and potential contract extension.
- Why this job: Make an immediate impact in a busy housing service and help clear backlogs.
- Qualifications: Experience in handling Stage 2 complaints and strong communication skills.
- Other info: Join a dynamic team and contribute to improving housing services.
Housing Complaints Dispute Resolution Lead
Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap.
Contract: 3 months (possible extension subject to performance)
Location: London, W6 Hybrid – 2 days office-based (Wednesday & Thursday), 3 days remote
Hours: Full-time, 35 hours per week
We are seeking an experienced Complaints Dispute Resolution Lead to support a high-volume, independently regulated complaints environment. This is a critical short-term assignment requiring an individual who can hit the ground running, manage a demanding caseload, and deliver Ombudsman-compliant Stage 2 reviews to tight deadlines.
Due to regulatory requirements and end-of-tax-year pressures, this role is only suitable for candidates with recent, uninterrupted senior-level complaints experience within a registered social landlord.
Key Duties and Responsibilities
Deliver high-quality Stage 2 complaint reviews in line with the Housing Ombudsman Complaint Handling Code
Independently investigate complex complaints across a wide range of housing services
Produce robust, evidence-based responses that are Ombudsman-compliant
Manage a high volume of reviews under pressure and to strict deadlines
Liaise assertively and professionally with internal stakeholders to obtain information and drive resolution
Represent the organisation to residents with empathy, clarity, and authority
Clearly communicate tenancy/leasehold obligations, organisational policies, and Ombudsman requirementsEssential Requirements
Candidates must meet all of the following:
Proven Stage 2 complaints / Ombudsman / management-level complaints experience within a registered social landlordP
Demonstrable, working knowledge of the Housing Ombudsman Complaint Handling Code, with the ability to apply it day-to-day without prompting
Strong understanding of landlord and resident obligations within tenancy and leasehold agreements
Experience working within a large-scale (G15-level) housing association, managing complaints across diverse service areas
Ability to deliver Ombudsman-compliant outcomes under pressure and to tight timescales
Proactive investigator who takes ownership, solves problems independently, xiskglj and escalates appropriately
Confident, diplomatic communicator able to challenge constructively while advocating for residents
Capacity to quickly absorb and independently apply policies, procedures, and regulatory requirementsAdditional Information
This is a hands-on delivery role, not strategic or developmental
Candidates must be able to start quickly and commit to the contract term
Extensions are performance-dependentIf you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)
Complaints Dispute Resolution Lead employer: Service Care Solutions
Contact Detail:
Service Care Solutions 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. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of housing complaints and repairs. Be ready to discuss your experience with Stage 2 complaints and how you've successfully resolved issues in the past. Confidence is key!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your interest in the role. It shows you're keen and professional.
✨Tip Number 4
Apply through our website for the best chance at landing that job! We make it easy for you to showcase your skills and experience directly to employers looking for someone just like you.
We think you need these skills to ace Complaints Dispute Resolution Lead
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, make sure to read through the job description thoroughly. It’s packed with important details about what we’re looking for, and it’ll help you tailor your application to stand out.
Show Off Your Experience: When you’re writing your application, highlight your experience with Stage 2 complaints and housing issues. We want to see how your background aligns with the role, so don’t hold back on showcasing your skills!
Be Clear and Concise: In your written responses, aim for clarity and conciseness. We appreciate straightforward communication, especially when it comes to complex outcomes. Make it easy for us to see your thought process and how you handle complaints.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Service Care Solutions
✨Know Your Stuff
Make sure you brush up on your knowledge of housing complaints and the specific processes involved in Stage 2 resolutions. Familiarise yourself with common issues and how to address them, as well as any relevant legislation or guidelines that may come up during the interview.
✨Showcase Your Experience
Prepare to discuss your previous experience handling complaints, especially in a housing context. Have specific examples ready that demonstrate your ability to manage a caseload, draft responses, and communicate effectively with stakeholders. This will show that you can hit the ground running.
✨Practice Your Responses
Since you'll be drafting formal responses, practice articulating complex outcomes clearly and concisely. You might be asked to explain how you would handle a particular complaint scenario, so think through your approach and be ready to discuss it in detail.
✨Stay Calm Under Pressure
Given the high-volume nature of the role, it's crucial to convey your ability to work quickly and accurately under pressure. Be prepared to discuss how you've managed tight deadlines in the past and how you prioritise tasks when faced with a backlog.
