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- Tasks: Lead the resolution of escalated housing complaints and support service managers.
- Company: Join a leading Housing Association committed to improving customer service.
- Benefits: Enjoy a hybrid work model with three days in the office and competitive pay.
- Why this job: Make a real impact by driving change and enhancing customer experiences.
- Qualifications: Extensive experience in handling complex complaints and exceptional communication skills required.
- Other info: This is a temporary role for about 4 months, perfect for gaining valuable experience.
The predicted salary is between 45000 - 63000 £ per year.
A leading Housing Association is looking for a Complaints Dispute Resolution Lead on a temporary basis for about 4 months.
Key responsibilities:
- Demonstrate a personal commitment and responsibility for the business to provide a highly resolution-based service, aiming to advise and assist the business in resolving any escalated complaints at the second stage.
- Provide support to Heads of Service, Service Directors and managers at the review stage of the process, including drafting complex response letters.
- Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2.
- Assist in the production of regular Complaint Reporting for stage 2 and ombudsman cases, providing information for the service and to the business, ensuring information captured is relevant, accurate and timely and can be used to drive change and transformation in the organisation.
- Take responsibility for managing all contact and communication with the Housing Ombudsman and customers including implementation of any improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code.
- Identify potential reputational risk and work with operational teams and the complaint manager to take mitigating action and ensure learning lessons are logged, tracked and monitored and prioritised by the business.
- Be the subject matter expert for best practice and due diligence and to ensure effective management of escalated complaints and compliance with the Housing Ombudsman Complaint Handling Code.
- Ensure that you follow and keep up to date with all relevant statutory policies and related procedures including health and safety and financial regulations.
This is a hybrid role, three days in the office, Tuesday, Wednesday, Thursday is mandatory and two days at home.
Essential requirements:
- Extensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints.
- Great attention to detail and a result driven approach.
- Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints.
- Exceptional communication and interpersonal skills to build rapport with customers, regulators and internal stakeholders.
- Proven ability to collaborate effectively and be influential with cross-functional teams to ensure the very best outcomes for our customers.
- Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards.
- Experience of administering a complaints or similarly complex process and co-ordination of complaint handling or a comparable process at Board/Director Level.
- A proven track record of delivering exceptional Customer Service.
- Excellent verbal and written communication skills as well as interpersonal skills.
- Knowledge and experience of communication to the Housing Ombudsman or other Ombudsman service.
- Experience of working with complaints in the housing sector.
Housing Complaints Dispute Resolution Lead employer: TRI Consulting Ltd
Contact Detail:
TRI Consulting Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complaints Dispute Resolution Lead
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in interviews but also demonstrate your commitment to compliance and best practices in handling complaints.
✨Tip Number 2
Network with professionals in the housing sector, especially those who have experience in complaints resolution. Engaging with them can provide insights into the role and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare for potential scenario-based questions during the interview. Think of specific examples from your past experiences where you successfully resolved complex complaints, as this will showcase your problem-solving skills.
✨Tip Number 4
Stay updated on current trends and challenges in the housing sector. Being knowledgeable about recent developments will allow you to speak confidently about how you can contribute to the organisation's goals.
We think you need these skills to ace Housing Complaints Dispute Resolution Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive experience in handling complex complaints, particularly in the housing sector. Use specific examples that demonstrate your ability to resolve high-profile escalated complaints.
Craft a Compelling Cover Letter: In your cover letter, emphasise your strong analytical skills and attention to detail. Mention how you have successfully collaborated with cross-functional teams to achieve positive outcomes for customers.
Showcase Communication Skills: Given the importance of communication in this role, provide examples of how you've built rapport with customers and stakeholders. Highlight any experience you have with the Housing Ombudsman or similar services.
Demonstrate Compliance Knowledge: Include information about your familiarity with relevant regulatory requirements and your ability to maintain compliance with industry standards. This will show that you understand the importance of adhering to the Housing Ombudsman Complaint Handling Code.
How to prepare for a job interview at TRI Consulting Ltd
✨Showcase Your Experience
Be prepared to discuss your extensive experience in handling complex complaints. Highlight specific examples where you've successfully resolved high-profile issues, as this will demonstrate your capability to manage escalated complaints effectively.
✨Demonstrate Analytical Skills
Since the role requires strong analytical skills, come ready to discuss how you've identified trends in complaints and conducted root cause analysis. Providing concrete examples will show your ability to drive change and transformation within an organisation.
✨Communicate Effectively
Exceptional communication is key for this position. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Be ready to showcase your interpersonal skills by discussing how you've built rapport with customers and stakeholders in previous roles.
✨Understand Regulatory Requirements
Familiarity with the Housing Ombudsman Complaint Handling Code is crucial. Brush up on relevant statutory policies and be prepared to discuss how you ensure compliance with industry standards in your past experiences.
