Senior Complaints & Dispute Resolution Lead

NOTTING HILL; Camden Town; Presencial; GBP 60.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Excellent annual leave

Flexible working

Generous pension

Life Assurance x4 salary

Health cash plan

Employee assistance

Staff discounts

Descripción de la vacante

Notting Hill Genesis is seeking a Complaints Dispute Resolution Lead to drive the resolution of escalated complaints and complex Stage 2 responses across the organisation. You will work with Heads of Service, Service Directors and regulators to ensure timely, compliant outcomes.

You will advise senior leaders on root cause analysis, identify trends, and embed learning to improve residents’ experience. This is a pivotal role in a not-for-profit housing association with a large portfolio and a

Formación

• Extensive experience handling complex complaints and leading resolution of escalated cases.
• Experience working with housing sector complaints and knowledge of Housing Ombudsman procedures.
• Strong analytical, written and verbal communication skills to identify trends and drive improvements.

Responsabilidades

• Resolve escalated and Stage 2 complaints with a resolution-focused approach.
• Draft complex complaint responses for Heads of Service and Directors.
• Review complaints and compensation to determine appropriate Stage 2 rigor.
• Liaise with Housing Ombudsman and ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Identify reputational risks and coordinate with teams to mitigate and learn from issues.
• Support reporting and analysis to identify trends and drive organisational learning.

Conocimientos

Complex complaints handling

Housing sector experience

Analytical skills

Regulatory liaison

Stakeholder management

Written communication

Verbal communication

Descripción del empleo

Notting Hill Genesis is seeking a Complaints Dispute Resolution Lead to drive the resolution of escalated complaints and complex Stage 2 responses across the organisation. You will work with Heads of Service, Service Directors and regulators to ensure timely, compliant outcomes.

You will advise senior leaders on root cause analysis, identify trends, and embed learning to improve residents’ experience. This is a pivotal role in a not-for-profit housing association with a large portfolio and a