Plaints Dispute Resolution Lead
Job title:plaints Dispute Resolution Lead
Area of work:plaints, Customer Relations& Dispute Resolution
Contract type: Temporary (3 months initially, extension possible)
Employment type: Full-time
Hourly Rate: £ p/hr (via Hays)
Location: Hybrid (2 days in office: Wednesday & Thursday; 3 days remote)
Start date: ASAP
Notice period: Maximum 2 weeks – essential
Overview
This is a fast-paced and impactful opportunity for an experiencedplaints specialist to play a pivotal role in delivering Ombudsman ‑pliant Stage 2plaint reviews within a major G15 housing provider.
As the Complaints Dispute Resolution Lead, you will handleplex, high ‑ volume Stage 2 investigations, ensuring all cases meet the Housing Ombudsman’s Complaint Handling Code. You’ll use your expertise to assess evidence, challenge service failings, and produce well ‑ reasoned, timely responses that reflect both regulatory requirements and the organisation’s responsibilities as a registered social landlord.
This role requires someone who can hit the ground running, operates confidently under pressure, and brings clear, demonstrable experience of Ombudsman ‑ level decision ‑ making. With independently regulated work and deadlines tied to the end of the tax year, you will play a crucial role in helping the organisation deliver high ‑ qualityplaint resolutions for residents.
Key Responsibilities
1. Lead the delivery of Stage 2 plaint reviews to Ombudsman ‑pliant standards.
2. Investigate a high volume ofplex cases, ensuring decisions are evidence ‑ based, fair, and clearly articulated.
3. Apply the Housing Ombudsman Complaint Handling Code in every investigation, demonstrating a clear and proactive understanding of the requirements.
4. Analyse landlord and resident obligations within tenancy and leasehold agreements and apply these accurately within decision ‑ making.
5. Manage tight deadlines and work effectively under pressure to meet regulatory expectations.
6. municate professionally and empathetically with residents, managing expectations and representing the organisation with diplomacy and clarity.
7. Work collaboratively with internal colleagues, using initiative to gather evidence and problem ‑ solve assertively.
8. Take responsibility for rapidly learning and applying policies, procedures and housing knowledge necessary for the role.
Skills & Experience Required
Essential
9. Clear and uninterrupted Stage 2 review / Ombudsman ‑ level experience within a registered social landlord.
10. Strong working knowledge of the Housing Ombudsmanplaint Handling Code and its practical application.
11. Understanding of tenancy and leasehold agreements, landlord/resident obligations, and the service expectations of a large G15 provider.
12. Proven ability to investigate independently, apply critical thinking, and produce high ‑ quality written decisions under pressure.
13. Excellentmunication skills with the ability to demonstrate empathy, manage expectations, and advocate appropriately for residents.
Desirable
14. Experience reviewingplaints within a large ‑ scale housing organisation (tens of thousands of homes).
15. Knowledge ofplex housing services (repairs, ASB, allocations, tenancy management, etc.)
Application Process
16. Submit an up ‑ to ‑ date CV demonstrating your Stage 2 / Ombudsmanplaint review experience.
17. You must meet the essential criteria to be considered, due to regulatory requirements.
18. Candidates must be available to start immediately or within a maximum of 2 weeks.
#4765423 - Lauren Taylor