Lettings Complaints Manager

X1 Lettings; Liverpool City Region; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A property management company is seeking a Dispute Resolution Coordinator to resolve disputes between landlords, tenants, and agencies. The role involves managing cases effectively and meeting KPIs. Ideal candidates will have experience in the private rented sector and strong communication skills. This position offers a hybrid work model with a salary of up to £30,000.

Benefits

23 days holiday + UK bank holidays

Life assurance

Private health care

Employee assistance programme

Season ticket loan

Annual leave purchase scheme

Qualifications

• Experience in the private rented sector or lettings is desirable.
• Background in complaints or claims handling within property or customer service.
• Ability to learn new systems and processes quickly.

Responsibilities

• Successfully resolve deposit disputes between landlords, tenants, and agencies.
• Manage a caseload of dispute cases while ensuring KPIs are met.
• Communicate with stakeholders to seek resolution.

Skills

Experience in the private rented sector, lettings, or financial services

Background in complaints or claims handling

Proficient in Microsoft Office (Word, Excel, PowerPoint)

High attention to detail and quality standards

Strong teamwork and relationship-building skills

Proactive problem-solving mindset

Strong planning, organisation, and time management skills

Job description

Dispute Resolution Coordinator

Posted 5 days ago

Job Description

Full time

Dispute Resolution
OA are recruiting for a Dispute Resolution Coordinator to join our client’s highly successful and growing team.

You will be responsible for successfully resolving deposit disputes between landlords, tenants, and agencies - from initial inquiries and dispute handling to early resolution or formal resolution through a written proposal or decision. You will also effectively manage a caseload of dispute cases.

Location: Borehamwood

Hours: Full-time, 9am – 5:30pm, Monday to Friday. Hybrid working: 2 days in the office and 3 days from home following successful training. Remote working also considered.

Salary: Up to £30,000 – depending on experience

Dispute Resolution Benefits:

• 23 days holiday + UK bank holidays
• Life assurance
• Private health care for you and dependents
• Employee assistance programme, including GP line, cashback for treatments, advice line
• Season ticket loan
• Annual leave purchase scheme
• Manage and resolve disputes through early resolution, default, or written decisions, ensuring KPIs and deadlines are met.
• Advise Members and Tenants via phone and email, liaising with landlords, agents, and tenants.
• Respond to dispute enquiries within set KPIs and Scheme Rules.
• Engage with parties to seek resolution, including initial contact by phone.
• Assess evidence, approve cases, and log disputes accurately and promptly.
• Oversee dispute evidence collection and fee processing within required timelines.
• Maintain records, update logs, and provide data as needed.
• Assist with staff training, including inductions and overview sessions.
• Support report preparation for government and internal use.
• Help with communication, membership enquiries, and general department support.
• Suggest process improvements and assist with analysis and projects.

Dispute Resolution Skills and Experience:

• Experience in the private rented sector, lettings, or financial services is desirable.
• Background in complaints or claims handling within property, legal, or customer service.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• High attention to detail and quality standards.
• Strong teamwork and relationship-building skills.
• Ability to learn new systems and processes quickly.
• Proactive problem-solving mindset.
• Strong planning, organisation, and time management skills.

Other:

If you’re interested in the position, please apply online with your CV.