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Page 12 of 15
Hays London Ebury Gate
City of London (Hybrid)
Up to £27.48 per hour + 27.48 per hour
Temporary (3 months )
Job description

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: Maximum2 weeks - essential

Overview
Thisis a fast-paced and impactful opportunity for an experienced complaintsspecialist to play a pivotal role in delivering Ombudsman-compliantStage 2 complaint reviews within a major G15 housing provider.
As theComplaints Dispute Resolution Lead, you will handle complex, high-volumeStage 2 investigations, ensuring all cases meet the Housing Ombudsman'sComplaint Handling Code. You'll use your expertise to assess evidence,challenge service failings, and produce well-reasoned, timelyresponses that reflect both regulatory requirements and the organisation'sresponsibilities as a registered social landlord.
Thisrole requires someone who can hit the ground running, operates confidentlyunder pressure, and brings clear, demonstrable experience of Ombudsman-leveldecision-making. With independently regulated work anddeadlines tied to the end of the tax year, you will play a crucial role inhelping 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 OmbudsmanComplaint 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 serviceexpectations 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.



Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Posted on: 27 January 2026
Closing date: 24 February 2026 at 16:41
Job ref: 4765423
Tags: Housing