Dispute Resolution Co-Ordinator

Abri Group; Eastleigh; On-site; GBP 17,000 - 28,000; Full time

Job summary

Abri is seeking a Dispute Resolution Co-ordinator to join our Dispute Resolution Team, delivering Ombudsman casework and minimising reputational risk. You will lead triage, coordinate evidence gathering, and work with Case Managers and leadership to drive best practice in a fast-paced environment.

Based at our Eastleigh office (SO50 6AD), you’ll spend at least three days per week collaborating with colleagues in offices or events and the remaining two days from a location of your choice.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Strong attention to detail and accuracy in handling casework.
• Ability to listen impartially and manage competing priorities.

Responsibilities

• Lead the assessment and triage of dispute casework with the Housing Ombudsman in mind.
• Coordinate gathering of evidence across teams to ensure timely responses.
• Support delivery of Ombudsman casework and drive continuous improvement.
• Collaborate with Case Managers and the Dispute Resolution Leadership team to promote best practice.
• Provide wider business support to ensure high-quality case handling.

Skills

Excellent communication

Attention to detail

Impartial listening

Time management

Job description

Salary: up to £28,310 per annum depending on experience

Working hours per week: 37

Employment type: Permanent

Your new role

Are you passionate about delivering excellent customer experiences, resolving complex disputes, and driving service improvements that make a real difference to customers?

Are you someone who’s looking for a new challenge and wanting to make a difference? If so, we have the perfect opportunity for you!

We’re looking for a Dispute Resolution Co-ordinator to join our Dispute Resolution Team where you’ll support the delivery of Ombudsman casework to minimise the risk of negative determinations that could result in reputational risk and possible further investigation by HOS, other Ombudsman, or Regulator of Social Housing.

You will lead the assessment and triage of casework, ensuring timely, accurate and high-quality responses to the Housing Ombudsman. Working closely with operational teams, Case Managers and the Dispute Resolution Leadership team, you will coordinate the gathering of evidence, and provide wider business support to promote best practise in casework handling and drive continuous improvement. Your ability to listen, stay impartial, and manage priorities will help create positive outcomes for everyone involved.

Dispute Resolutions Team is an independent function in Abri who manage the relationship with the Housing Ombudsman and make sure we put things right for our customers.

We’re looking for someone who brings excellent communication skills, strong attention to detail, and confident working in a fast-paced environment. Experience in administration or business support would be a real advantage, but more importantly, we’re looking for someone who’s passionate in making a difference.

You’ll be part of a supportive and professional team that values respect, integrity, and collaboration. If you’re passionate about helping others and are looking for a role where you can make a difference, we’d love to hear from you.

You'll be based at one of our offices in our Eastleigh office (SO50 6AD). We ask that you spend a minimum of three days a week collaborating with colleagues at our offices or events or other touchdown spaces, and the other two days can be worked from at a place of your choosing, whether that's at another of our offices, a cafe or at home.

Why work with us?

We’re proud of our culture and the work we do and you’ll be joining a team that’s supportive, ambitious, and genuinely passionate about making a difference. If you’re looking for a role where your voice matters and your work has impact, we’d love to hear from you.

You'll be based at one of our offices in Eastleigh (SO50 6AD), Yeovil (BA22 8WN), Bracknell (RG12 1RF), or London (W10 5BN). You’ll also be attending customer and community events happening all around our region. We ask that you spend a minimum of three days a week collaborating with colleagues at our offices or events or other touchdown spaces, and the other two days can be worked from at a place of your choosing, whether that's at another of our offices, a cafe or at home.

Who we are

Abri is a large housing provider who own and manage over 58,000 homes and various community assets, serving around 113,000 customers across the South of England.

We believe everyone has the right to a good quality safe, warm and sustainable home in a community where they can belong, grow and thrive. What does that look like in real terms?

We’re investing £689m over the next ten years in our existing homes to improve building safety and make they more energy efficient.

We’re delivering 10,000 homes by 2030, ensuring affordable housing is built where it’s needed most

We’re investing in our communities, to address local issues and create opportunities for everyone

As we grow, we’re reestablishing our strong local presence to provide a really good service. Abri has adopted a regional approach to service delivery, with our operating areas split into three, each with their local governance and leadership. This will ensure our colleagues are more visible, accountable and better connected to our customers and local communities to meet their diverse needs.

More information about Abri and our strategic objectives can be found at www.abri.co.uk.