Dispute Resolution Advisor (x 6)

An excellent and rewarding opportunity to use your customer service, caseload management and assessment expertise to play a vital role in resolving a wide range of disputes between landlords and tenants and to contribute your skills to making a difference for millions of households. The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services. The Dispute Resolution Advisor role sits within the Dispute Support team, delivering a unique service focused on supporting landlords and residents to resolve complaints within the landlord’s internal complaints process. The team’s aim is to ensure that complaints are raised and responded to by landlords and to drive an open, fair and transparent complaint culture across member landlords. As a Dispute Resolution Advisor, you’ll need the organisational skills to manage a varied and substantial caseload efficiently, a logical and analytical approach, along with the intellectual agility and sound judgement to consider and resolve complex housing issues. Whilst possessing a strong desire to help people who appear to be despairing of their situation, this must not detract from you being able to demonstrate total impartiality at all times and the tenacity and resilience to see cases through to a successful conclusion. You will be adept at concluding cases at pace and with a qualitive focus. A supportive team player, you will be a confident and proven communicator using the telephone, in writing and using technology to maintain accurate and data compliant records. You are likely to have experience of working in housing management or in a casework advice service such as within local government or a community advice centre, or with another ombudsman service. A proven ability to liaise effectively with vulnerable clients is key.