Complaints Dispute Resolution Lead

Job title: Complaints Dispute Resolution Lead

Area of work: Complaints, Customer Relations & Dispute Resolution

Contract type: Temporary (3 months initially, extension possible)

Employment type: Full-time

Hourly Rate: £27.48 p/hr (via Hays)

Location: Hybrid (2 days in office: Wednesday & Thursday; 3 days remote)

Start date: ASAP

Notice period: Maximum 2 weeks – essential

Overview

This is a fast-paced and impactful opportunity for an experienced complaints specialist to play a pivotal role in delivering Ombudsman ‑ compliant Stage 2 complaint reviews within a major G15 housing provider.

As the Complaints Dispute Resolution Lead, you will handle complex, high ‑ volume Stage 2 investigations, ensuring all cases meet the Housing Ombudsman’s Complaint Handling Code. You’ll use your expertise to assess evidence, challenge service failings, and produce well ‑ reasoned, timely responses that reflect both regulatory requirements and the organisation’s responsibilities as a registered social landlord.

This role requires someone who can hit the ground running, operates confidently under pressure, and brings clear, demonstrable experience of Ombudsman ‑ level decision ‑ making. With independently regulated work and deadlines tied to the end of the tax year, you will play a crucial role in helping the organisation deliver high ‑ quality complaint resolutions for residents.

Key Responsibilities

• Lead the delivery of Stage 2 complaint reviews to Ombudsman ‑ compliant standards.
• Investigate a high volume of complex cases, ensuring decisions are evidence ‑ based, fair, and clearly articulated.
• Apply the Housing Ombudsman Complaint Handling Code in every investigation, demonstrating a clear and proactive understanding of the requirements.
• Analyse landlord and resident obligations within tenancy and leasehold agreements and apply these accurately within decision ‑ making.
• Manage tight deadlines and work effectively under pressure to meet regulatory expectations.
• Communicate professionally and empathetically with residents, managing expectations and representing the organisation with diplomacy and clarity.
• Work collaboratively with internal colleagues, using initiative to gather evidence and problem ‑ solve assertively.
• Take responsibility for rapidly learning and applying policies, procedures and housing knowledge necessary for the role.

Skills & Experience Required

Essential

• Clear and uninterrupted Stage 2 review / Ombudsman ‑ level experience within a registered social landlord.
• Strong working knowledge of the Housing Ombudsman Complaint Handling Code and its practical application.
• Understanding of tenancy and leasehold agreements, landlord/resident obligations, and the service expectations of a large G15 provider.
• Proven ability to investigate independently, apply critical thinking, and produce high ‑ quality written decisions under pressure.
• Excellent communication skills with the ability to demonstrate empathy, manage expectations, and advocate appropriately for residents.

Desirable

• Experience reviewing complaints within a large ‑ scale housing organisation (tens of thousands of homes).
• Knowledge of complex housing services (repairs, ASB, allocations, tenancy management, etc.)

Application Process

• Submit an up ‑ to ‑ date CV demonstrating your Stage 2 / Ombudsman complaint review experience.
• You must meet the essential criteria to be considered, due to regulatory requirements.
• Candidates must be available to start immediately or within a maximum of 2 weeks.