Address
Form of work
SalaryDepartment: The Housing Hub – 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.
