Complaints Dispute Resolution Lead Job title: Complaints Dispute Resolution Lead Area of work: Complaints, Customer Relations& Dispute Resolution Contract type: Temporary (3 months initially, extension possible) Employment type: Full-time Hourly Rate: £27.48 p/hr (via Hays) Location: Hybrid (2 days in office: Wednesday& Thursday; 3 days remote) Start date: ASAP Notice period: Maximum2 weeks - essential Overview Thisis a fast-paced and impactful opportunity for an experienced complaintsspecialist to play a pivotal role in delivering Ombudsman-compliantStage 2 complaint reviews within a major G15 housing provider. As theComplaints Dispute Resolution Lead, you will handle complex, high-volumeStage 2 investigations, ensuring all cases meet the Housing Ombudsman'sComplaint Handling Code. You'll use your expertise to assess evidence,challenge service failings, and produce well-reasoned, timelyresponses that reflect both regulatory requirements and the organisation'sresponsibilities as a registered social landlord. Thisrole requires someone who can hit the ground running, operates confidentlyunder pressure, and brings clear, demonstrable experience of Ombudsman-leveldecision-making. With independently regulated work anddeadlines tied to the end of the tax year, you will play a crucial role inhelping the organisation deliver high-quality complaint resolutions for residents. Key Responsibilities Lead the delivery of Stage 2 complaint reviews to Ombudsman-compliant standards. Investigate a high volume of complex cases, ensuring decisions are evidence-based, fair, and clearly articulated. Apply the Housing OmbudsmanComplaint Handling Code in every investigation, demonstrating a clear and proactive understanding of the requirements. Analyse landlord and resident obligations within tenancy and leasehold agreements and apply these accurately within decision-making. Manage tight deadlines and work effectively under pressure to meet regulatory expectations. Communicate professionally and empathetically with residents, managing expectations and representing the organisation with diplomacy and clarity. Work collaboratively with internal colleagues, using initiative to gather evidence and problem-solve assertively. Take responsibility for rapidly learning and applying policies, procedures and housing knowledge necessary for the role. Skills & Experience Required Essential Clear and uninterrupted Stage 2 review / Ombudsman-level experience within a registered social landlord. Strong working knowledge of the Housing Ombudsman Complaint Handling Code and its practical application. Understanding of tenancy and leasehold agreements, landlord/resident obligations, and the serviceexpectations of a large G15 provider. Proven ability to investigate independently, apply critical thinking, and produce high-quality written decisions under pressure. Excellent communication skills with the ability to demonstrate empathy, manage expectations, and advocate appropriately for residents. Desirable Experience reviewing complaints within a large-scale housing organisation (tens of thousands of homes). Knowledge of complex housing services (repairs, ASB, allocations, tenancy management, etc.) Application Process Submit an up-to-date CV demonstrating your Stage 2 / Ombudsman complaint review experience. You must meet the essential criteria to be considered, due to regulatory requirements. Candidates must be available to start immediately or within a maximum of 2 weeks. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk