Login to Apply

Job Title: Complaints Dispute Resolution Lead
Hours: 35 Hours Per Week
Type: Temporary ongoing
Location: London W6 (Hybrid – Mon & Fri WFH / Tue, Wed & Thu Office-Based)
Start Date: ASAP

We are recruiting two experienced Dispute Resolution Leads to support a large housing provider in reducing their backlog of complex Stage 2 complaints. This is a critical role within their new Complaints Centre of Excellence, focusing on high-volume, high-risk complaints and Housing Ombudsman cases.

If you have recent hands-on experience drafting Stage 2 responses, managing complaints through to resolution, and liaising with the Housing Ombudsman, we want to hear from you. You must be able to hit the ground running with minimal training and manage a fast-paced caseload.

Key Duties and Responsibilities:
Take ownership of complex, escalated Stage 2 complaints, managing at least 10 cases per week.
Draft high-quality written responses, ensuring regulatory compliance and customer-centric resolutions.
Provide expert guidance to senior managers and directors on resolving business-significant complaints.
Communicate directly with residents, maintaining empathy and professionalism across channels.
Act as the primary contact for the Housing Ombudsman, including responding to investigations.
Lead on lessons learned, root cause analysis, and ensuring feedback is acted upon across teams.
Collaborate cross-functionally to drive continuous service improvement and reduce repeat complaints.
Track compensation requests and ensure timely, accurate processing.
Monitor complaint trends, produce regular reports, and contribute to compliance with the Ombudsman’s Complaint Handling Code.Essential Skills & Experience:
Recent and extensive Stage 2 complaints handling experience, ideally in housing.
Strong experience working with or responding to the Housing Ombudsman.
Excellent writing skills and attention to detail – able to deliver clear, outcome-focused responses.
Ability to work under pressure in a high-volume environment and meet strict deadlines.
Strong influencing, problem-solving and decision-making skills.
Proven track record of delivering exceptional customer service.
Sound understanding of the regulatory framework for social housing complaints.
Experience handling sensitive or high-risk complaints with reputational impact.
Skilled in managing multiple stakeholders and liaising with senior leadership.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)