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Complaints Dispute Resolution Lead
| Posting date: | 21 January 2025 |
|---|---|
| Salary: | £35.41 per hour |
| Hours: | Full time |
| Closing date: | 20 February 2025 |
| Location: | Hammersmith, London, W6 9EA |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Service Care Solutions |
| Job type: | Temporary |
| Job reference: | BBBH135994_1737462782 |
Summary
Job Advert: Dispute Resolution Lead
Location: 1 Sussex Place, London, W6 9EA (Hybrid)
Salary: £35.41 per hour (Umbrella)
Contract: Temporary, Monday to Friday, 9:00 am - 5:00 pm (18 November 2024 - 9 February 2025)
Working Arrangement: Hybrid (3 days in-office: Tuesday, Wednesday, plus 1 other; 2 days remote)
- Act as a subject matter expert in resolving escalated complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code.
- Provide excellent customer service via correspondence, phone, or face-to-face interactions.
- Draft complex response letters for Heads of Service, Service Directors, and managers at review stages.
- Manage communications with the Housing Ombudsman and customers, implementing improvements where necessary.
- Identify and mitigate reputational risks, logging lessons learned and supporting operational teams in implementing improvements.
- Advise on compensation and complaint reviews, ensuring a robust and fair process.
- Proven expertise in dispute resolution and complaint management.
- Strong written and verbal communication skills with attention to detail.
- Ability to manage complex complaints and provide clear, empathetic resolutions.
- Familiarity with the Housing Ombudsman Complaint Handling Code is highly desirable.
- Commitment to providing a positive experience for residents and meeting diverse customer needs.