Job Title: Complaints Dispute Resolution Lead
Hours: 35 Hours Per Week
Type: Temporary ongoing
Location: London W6 (Hybrid – Mon & Fri WFH / Tue, Wed & Thu Office-Based)
Start Date: ASAP
We are recruiting two experienced Dispute Resolution Leads to support a large housing provider in reducing their backlog of complex Stage 2 complaints. This is a critical role within their new Complaints Centre of Excellence, focusing on high-volume, high-risk complaints and Housing Ombudsman cases.
If you have recent hands-on experience drafting Stage 2 responses, managing complaints through to resolution, and liaising with the Housing Ombudsman, we want to hear from you. You must be able to hit the ground running with minimal training and manage a fast-paced caseload.
Key Duties and Responsibilities:
Take ownership of complex, escalated Stage 2 complaints, managing at least 10 cases per week.
Draft high-quality written responses, ensuring regulatory compliance and customer-centric resolutions.
Provide expert guidance to senior managers and directors on resolving business-significant complaints.
Communicate directly with residents, maintaining empathy and professionalism across channels.
Act as the primary contact for the Housing Ombudsman, including responding to investigations.
Lead on lessons learned, root cause analysis, and ensuring feedback is acted upon across teams.
Collaborate cross-functionally to drive continuous servi...