Dispute Resolution Advisor

As a Dispute Resolution Advisor, you will work as part of a busy team, apply your detailed knowledge of housing law, the Ombudsman's jurisdiction and your excellent customer care skills to assess cases when a landlord's internal complaint process is complete.

You will speak with residents to confirm what issues remain unresolved and identify the most appropriate route for complaint resolution.

Client Details

My client is a Public Sector organisation based in London.

Description

The key responsibilities of the Dispute Resolution Advisor will be to:

• Independently manage a high-volume, varied, and complex caseload.
• Ensure compliance with GDPR legislation and associated Ombudsman guidance when managing casework.
• Identify cases that are outside the Ombudsman's jurisdiction at the earliest opportunity and managing the associated communication with all parties.
• Liaise with residents and landlords to determine the most suitable resolution method (e.g., investigation, mediation, early resolution).
• Assess case complexity and risk to support effective dispute resolution.
• Signpost residents to appropriate external services such as Citizens Advice or local government services.
• Deliver high-quality customer service, considering individual needs and communication preferences.
• Share insights, best practices, and emerging trends with internal teams to support sector-wide improvements.

Profile

The successful Dispute Resolution Advisor will possess the following:

• Solid knowledge of housing law and complaint resolution processes
• Experience handling disputes and assessing case eligibility
• Proven ability to meet targets while managing high volumes of information accurately
• Skilled in data analysis, research, and interpreting complex information
• Excellent customer service and ability to manage difficult situations
• Effective communicator with people from diverse backgrounds, including those with additional needs

Job Offer

This is a 6 month position

• Fully remote
• 35 hours per week
• Hours of work: 9.00am - 5.00pm, Monday - Friday
• Hourly rate paying between £24.00 - £28.00 depending on experience

If this role is of interest to you, get in touch today!