Complaints Dispute Resolution Lead

Service Care Solutions Ltd; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Dispute Resolution Lead to enhance customer satisfaction by resolving escalated complaints. This role is pivotal in ensuring compliance with the Housing Ombudsman Complaint Handling Code and involves drafting complex response letters and managing communications effectively. You'll be part of a customer-focused team dedicated to shaping service improvements and providing a positive experience for residents. If you have a passion for dispute resolution and a commitment to excellence in service delivery, this opportunity is perfect for you.

Qualifications

• Proven expertise in dispute resolution and complaint management.
• Strong written and verbal communication skills are essential.

Responsibilities

• Act as a subject matter expert in resolving escalated complaints.
• Provide excellent customer service through various communication channels.

Skills

Dispute Resolution

Complaint Management

Communication Skills

Attention to Detail

Empathy

Job description

Job Advert: Dispute Resolution Lead

Location: 1 Sussex Place, London, W6 Hammersmith

Organisation: Housing Association

Salary: £34.51 per hour (Umbrella)

Contract: Start Date: ASAP Duration: 3 months (possible extension depending on candidate performance)

Working Pattern: Hybrid (3 days in-office: Tuesday, Wednesday, plus 1 other; 2 days remote)

Hours: 9-5

Our Client is seeking a Dispute Resolution Lead to play a pivotal role in resolving escalated complaints and improving customer satisfaction. This is a fantastic opportunity to contribute to a customer-focused team and help shape service improvements.

Key Responsibilities

1. Act as a subject matter expert in resolving escalated complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code.
2. Provide excellent customer service via correspondence, phone, or face-to-face interactions.
3. Draft complex response letters for Heads of Service, Service Directors, and managers at review stages.
4. Manage communications with the Housing Ombudsman and customers, implementing improvements where necessary.
5. Identify and mitigate reputational risks, logging lessons learned and supporting operational teams in implementing improvements.
6. Advise on compensation and complaint reviews, ensuring a robust and fair process.

What We’re Looking For

1. Proven expertise in dispute resolution and complaint management.
2. Strong written and verbal communication skills with attention to detail.
3. Ability to manage complex complaints and provide clear, empathetic resolutions.
4. Familiarity with the Housing Ombudsman Complaint Handling Code is highly desirable.
5. Commitment to providing a positive experience for residents and meeting diverse customer needs.