Dispute Resolution Lead — Housing Complaints & Ombudsman

Notting Hill Genesis Group; Camden Town; Remote; GBP 47,000 - 52,000; Full time

Benefits offered by this job

Excellent annual leave

Generous pension scheme

Health cash plan

Employee assistance

Staff discounts

Cycle to work scheme

Life Assurance x4

Job summary

Notting Hill Genesis Group is recruiting a Complaints Dispute Resolution Lead to drive resolution of escalated and Stage 2 complaints, working across teams to improve resident experiences. You will manage communications with the Housing Ombudsman and support leadership with complex responses, reinforcing regulatory compliance and organisational learning.

We seek an experienced professional with housing sector knowledge, strong analytical skills, and the ability to build relationships with

Qualifications

• Extensive experience handling complex complaints and escalations.
• Experience administering or coordinating a complex complaints process at Board or Director level.
• Experience of housing sector complaints and interaction with the Housing Ombudsman.
• Strong analytical, written and verbal communication skills; ability to identify trends.

Responsibilities

• Lead resolution of escalated and Stage 2 complaints with a resolution-focused approach.
• Draft complex complaint responses for Heads of Service, Service Directors and managers.
• Review complaints and compensation levels; advise on appropriate Stage 2 rigor.
• Coordinate Housing Ombudsman engagement and support regulatory compliance.

Skills

Complex complaints handling

Housing sector experience

Analytical skills

Written & verbal communication

Stakeholder management

Job description

Notting Hill Genesis Group is recruiting a Complaints Dispute Resolution Lead to drive resolution of escalated and Stage 2 complaints, working across teams to improve resident experiences. You will manage communications with the Housing Ombudsman and support leadership with complex responses, reinforcing regulatory compliance and organisational learning.

We seek an experienced professional with housing sector knowledge, strong analytical skills, and the ability to build relationships with