Complaints Dispute Resolution Lead

6 days ago


London, United Kingdom CV-Library Full time

A leading Housing Association is currently for a Complaints Dispute Resolution Lead on a temporary basis for about 4 months

Key responsibilities

Demonstrate a personal commitment and responsibility for the business to provide a highly resolution-based service, aiming to advise and assist the business in resolving any escalated complaints at the second stage

Provide support to Heads of Service, Service Directors and managers at the review stage of the process, including drafting complex response letters

Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2

Assist in the production of regular Complaint Reporting for stage 2 and ombudsman cases, providing information for the service and to the business, ensuring information captured is relevant, accurate and timely and can be used to drive change and transformation in the organisation

Take responsibility for managing all contact and communication with the Housing Ombudsman and customers including implementation of any improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code

Identify potential reputational risk and work with operational teams and the complaint manager to take mitigating action and ensure learning lessons are logged, tracked and monitored and prioritised by the business

Be the subject matter expert for best practice and due diligence and to ensure effective management of escalated complaints and compliance with the Housing Ombudsman Complaint Handling Code

Ensure that you follow and keep up to date with all relevant statutory policies and related procedures including health and safety and financial regulations.

This is a hybrid role, three days in the office, Tuesday & Wednesday is mandatory and two days at home.

PAYE £26.94 & Umbrella £35.41

Essential requirements

Extensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints

Great attention to detail and a result driven approach

Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints

Exceptional communication and interpersonal skills to build rapport with customers, regulators and internal stakeholders

Proven ability to collaborate effectively and be influential with cross-functional teams to ensure the very best outcomes for our customers

Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards

Experience of administering a complaints or similarly complex process and co-ordination of complaint handling or a comparable process at Board/Director Level

A proven track record of delivering exceptional Customer Service

Excellent verbal and written communication skills as well as interpersonal skills

Knowledge and experience of communication to the Housing Ombudsman or other Ombudsman service

Experience of working with complaints in the housing sector



  • London, Greater London, United Kingdom Noble Legal Limited Full time

    Noble Legal Limited, a leading law firm in the UK, seeks a highly skilled Pensions Associate to join its team. This is an exciting opportunity for an ambitious professional to contribute to the firm's success and growth.The successful candidate will be responsible for a wide range of advisory and transactional pensions matters, including advising on funding...


  • London, Greater London, United Kingdom Ad Warrior Ltd Full time

    Job Title: Complaints Resolution SpecialistDescription:Our client is a reputable housing and regeneration organisation with a national reputation for innovative urban and social regeneration. They are seeking a Complaints Resolution Specialist to lead on building trust and credibility in their service charge processes.Key Responsibilities:Engagement:Act as...


  • London, Greater London, United Kingdom Quilter plc Full time

    Required Skills and QualificationsProven experience in complaint handling and dispute resolutionStrong knowledge of the Financial Conduct Authority complaints requirementsExcellent communication and interpersonal skillsAbility to work under pressure and manage multiple prioritiesProficiency in Microsoft packages


  • London, United Kingdom CV-Library Full time

    Service Charge Complaints & Disputes Manager Location: London Salary: £51,099 - £54,135 per annum Hours: 35 hours per week The Role Our client is an award-winning housing and regeneration organisation with a national reputation for innovative urban and social regeneration. They are looking for a Service Charge Complaints & Disputes Manager to...


  • London, Greater London, United Kingdom Brackenberry Full time

    We are working closely with a Local Authority in the London Borough of Tower Hamlets to assist with the appointment of a Dispute Resolution Specialist on a temporary contract. The role is likely to be extended at the client's discretion.**Rate of Pay:** £21.98 - £29.31 per hour**Job Description: Dispute Resolution Specialist**As a Dispute Resolution...


  • London, United Kingdom Akton Recruitment Full time

    Hackney £23 Per Hour I am recruiting for a local authority who is looking for someone to To positively contribute to the Leasehold Services Team responsible for the effective recovery of service charges and other invoiced sums including; major works; shared ownership and ground rent; reserve fund; and, any other specified debt from leaseholders,...


  • London, Greater London, United Kingdom Nuffield Health Parkside Hospital and Cancer Centre London Full time

    Job Title: Complaints Resolution LeadJob Summary:We are seeking a skilled Complaints Resolution Lead to join our team at Nuffield Health Parkside Hospital and Cancer Centre London. As a key member of our nursing administration team, you will play a vital role in ensuring that our patients receive the highest level of care and service.Key...

  • Complaint Lead

    6 months ago


    London, United Kingdom Peabody Full time

    Salary** Circa £32,000** Location** South East London** Contract type** Permanent** Weekly hours** Monday to Friday 9 - 5** **What we’re looking for**: - Do you have the capacity to remain resilient and composed when handling challenging or emotionally charged situations, maintaining professionalism and integrity at all times? - Are you able to...


  • London, Greater London, United Kingdom Errington Legal Full time

    About the RoleAs a Dispute Resolution Lead at Errington Legal, you will be part of a leading UK law firm that consistently ranks among the best companies to work for. In this role, you will have the opportunity to develop and grow our Private Wealth offering.The firm represents numerous landed estates, entrepreneurs, and high-net-worth individuals in the UK...


  • London, Greater London, United Kingdom Origin Legal Ltd Full time

    About Origin Legal LtdOrigin Legal Ltd is a modern and progressive top-tier law firm that prioritizes the development of its lawyers. With a strong business plan in place, the firm aims to double in size within the next five years.Job DescriptionWe are seeking a talented Dispute Resolution Law Solicitor to join our team. As a key member of our dispute...


  • London, Greater London, United Kingdom Edwards Gibson Full time

    A leading international law firm with a strong history in disputes is seeking a partner with extensive experience in commercial arbitration and investor state disputes. The ideal candidate will have a proven track record of success in building a team of like-minded lawyers who excel in advocacy. The firm is looking for a partner with a personal business case...


  • London, Greater London, United Kingdom Sacco Mann Full time

    Sacco Mann is recruiting a Chartered Legal Executive to join the dispute resolution team of a reputable law firm in York. The ideal candidate will have a mixed dispute resolution caseload, including employment disputes, contractual disputes, and commercial dispute resolution.Key Responsibilities:Dealing with a mixed dispute resolution caseload, including...


  • London, Greater London, United Kingdom Kenyon Block Consultants Ltd Full time

    Job Summary:We are seeking a skilled Dispute Resolution Officer to join our team at Kenyon Block Consultants Ltd. As a key member of our Public Protection team, you will be responsible for investigating complaints regarding environmental protection and statutory nuisance.Key Responsibilities:Investigate complaints and conduct site visits to gather...


  • London, Greater London, United Kingdom Eximius Law Full time

    The ideal candidate will possess a strong academic background and have practiced at a top-tier law firm. They should have a minimum of 0-5 years of experience in dispute resolution and be able to demonstrate a high level of expertise in this area.We are seeking a highly skilled and experienced dispute resolution solicitor to join our team at Eximius Law. The...


  • London, Greater London, United Kingdom Eximius Law Full time

    A leading global law firm, Eximius Law, is seeking a skilled professional to join their esteemed Capital Markets group. The ideal candidate will have expertise in dispute resolution and a strong understanding of global market trends.Key Responsibilities:Providing expert advice on dispute resolution and capital marketsCollaborating with the Capital Markets...


  • London, Greater London, United Kingdom Taylor Rose MW Full time

    Dispute Resolution Attorney Position:Taylor Rose MW is seeking a highly skilled and experienced Solicitor to join our dispute resolution team. As a Dispute Resolution Attorney, you will be responsible for resolving complex disputes, advising clients, and ensuring compliance with legal regulations.This is an exceptional opportunity for career advancement in a...


  • London, Greater London, United Kingdom The Emerald Group Full time

    Dispute Resolution Specialist:We are looking for an experienced Dispute Resolution Specialist to join our team. As a key member of our Lloyd's Syndicate and Group entities, you will play a vital role in supporting our dispute resolution activities.Responsibilities include:Supporting the delivery of major model changes to Lloyd's resulting from M&A...


  • London, Greater London, United Kingdom Thomas Gray Full time

    Job Title: Dispute Resolution SpecialistJob Summary: We are seeking a highly experienced professional to join our team as a Dispute Resolution Specialist. The ideal candidate must have proven experience in a similar role within the construction industry and be available to work on-site full-time, reporting directly to the Project Director.Key...


  • London, Greater London, United Kingdom Law Staff Legal Recruitment Full time

    Residential Dispute Resolution Attorney OpportunityWe are recruiting for an experienced Residential Dispute Resolution Attorney to join our team at a leading firm in Notting Hill, London.This is a unique opportunity to work on a wide range of residential dispute resolution cases and make a real difference to people's lives. As a Residential Dispute...


  • London, Greater London, United Kingdom Gambit Search Full time

    Exciting Opportunity for a Funds Lawyer in LondonGambit Search is working with a top US law firm to find a talented Funds Lawyer to join their growing team in London. This is a fantastic chance to work with a leading firm in the industry and contribute to the success of their dispute resolution practice.About the RoleDraft and review legal documents,...