Housing Dispute Resolution Officer

2 weeks ago

West London Greater London, United Kingdom Red Personnel Full time
Role Title: Dispute Support Assistant
Department: The Housing Hub â The Economy
Reports To: Dispute Resolution Manager
Pay Rate Per Hour: £18.52 PAYE or £22.92 Umbrella PAYE
Duration: 2 Months initially 
Location: West London (Hybrid based) Role 

Role Description:
Join our team and be a crucial part of delivering an effective complaints, enquiries, and compliments management service, ensuring that service standards are consistently met.

Responsibilities:
  • Support the Dispute Support and Resolution team in achieving early resolution of residents' complaints and Housing Ombudsman enquiries.
  • Process, resolve, and respond to enquiries in a timely, fair, and transparent manner, adhering to Council's Constitution and Ombudsman's complaint handling codes.
  • Develop skills across all areas of the team's responsibilities, with the Council's support for training and professional development.
  • Deliver a timely and effective dispute resolution process, considering all complaints and requests for information in line with Council policy and relevant legislation.
  • Triage stage 2 complaints requests, aiming for first-contact resolution or directing requestors to relevant sources of information.
  • Assist the dispute resolution team with written or telephone enquiries, ensuring sufficient information for decision-making.
  • Prepare information for the Housing and Local Government Ombudsman, downloading data from the council's housing system as needed.
  • Respond to enquiries and complaints promptly and transparently to prevent escalation, investigating and resolving issues satisfactorily for residents.
  • Draft complaint and enquiry responses, maintaining accuracy, consistency, and high standards.
  • Coordinate and monitor responses to Member's enquiries, ensuring effective resolution.
About You:
Knowledge & Skills:
  • Experience in resolution of complaints or disputes with landlords and tenants 
  • Ability to work effectively with a diverse community client base, developing successful dispute resolution strategies.
  • Strong time management skills, successfully organising workload and managing conflicting priorities.
  • Proficiency in maintaining accurate records, both in hard copy and computerised systems.
  • Excellent verbal and written communication skills, presenting information clearly and systematically.
  • Persuasion and negotiation skills to achieve desired outcomes with stakeholders.
  • Commitment to continuing personal development.
Join us in making a positive impact on our community. Apply now to become a vital part of our Dispute Support and Resolution team.

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