Housing Condition & Dispute Resolution Manager

Riverside Group; Liverpool; On-site; GBP 58,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

28 days holidays

Flexible working options

Job summary

Riverside Group, based in Speke, Liverpool, is seeking a Housing Condition & Dispute Resolution Manager to lead the management of complex housing condition claims and ADR cases across our nationwide team.

You will oversee the in-house stock condition survey function and shape our compliance approach to meet regulatory requirements, while building capability across a geographically diverse team. This role emphasizes proactive communication, customer focus, and risk management.

Qualifications

• Experience leading multiple teams with policy and service development in a complex multi-site environment.
• Results driven with commercial awareness and continuous improvement mindset.
• Knowledge of business and property safety risk to customers and horizon scanning.

Responsibilities

• Lead management of complex housing condition claims and ADR cases across legal, technical and operational teams.
• Oversee in-house stock condition survey team to inform strategic investment and planning.
• Ensure compliance with regulatory and legislative requirements and deliver high-quality, customer-focused service.
• Lead repairs delivery, manage risks including enforcement action and Category 1 HHSRS hazards.

Skills

Leadership

Team management

Policy development

Risk management

Contract management

Project management

Decision making

Job description

Job Title: Housing Condition & Dispute Resolution Manager

Contract Type: Permanent

Salary: £58,238.15 (£64,198.01 is achieved after 12 months successful performance in the role)

Working Hours: Full Time - 35 Hours

Working Pattern: Monday to Friday

Location: Speke, Liverpool

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Housing Condition & Dispute Resolution Manager

As part of a sector-leading national team, you will lead the management of complex housing condition claims and Alternative Dispute Resolution cases, working collaboratively across legal, technical and operational disciplines. Your focus will be on resolving issues efficiently while rebuilding customer trust and minimising financial risk.

You will also oversee the in-house stock condition survey team, ensuring robust delivery of the programme to inform our strategic investment and long-term planning.

Supporting the Head of Performance & Improvement, you will help shape our approach to housing condition compliance- ensuring the service provides expert technical advice and effectively handles complex case management to meet all our regulatory and legislative requirements.

You will lead the delivery of high-performing team managing complex repairs and their associated risks, including enforcement action and Category 1 HHSRS hazards, embedding best practice and building capability across a geographically diverse team.

Through clear, proactive communication, you will keep customers and colleagues informed, reduce escalation risk and protect Riverside's reputation-consistently delivering a customer-focused, high-quality service.

About you

We are looking for someone with

• Experience of successfully leading, managing, and motivating multiple teams, including managing team performance with a proven track record of policy and service development in a complex multi-site environment.
• Results driven and commercially aware with a focus on continuous improvement and the ability to drive change.
• Sound knowledge of key business risk, sector risk, property safety risk to customers and ability to horizon scan and assess impact on business and customers.
• Proven track record in delivering programmes of work, with effective contract management skills including managing service and maintenance contracts and a good understanding of project management methodologies.
• Evidence of using sound judgement when making effective decisions.

Why Riverside?

At Riverside, we're a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.