Dispute Resolution Manager (x 10)

Opportunity to use your management skills, in depth housing law and casework expertise to lead and manage a team of our most senior casework and investigation professionals (Adjudicators and Investigators). 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. As a Dispute Resolution Manager (DRM), you’ll be based within our Dispute Support and Resolution Directorate and be responsible for conducting fair, impartial and independent investigations into complaints brought to the Ombudsman by residents. You will be accountable for the performance and delivery of a team of Investigators and/or Adjudicators and the investigation process as part of the wider department. Specifically, as a DRM, you will ensure that: your team are working efficiently and effectively and in accordance with agreed performance targets, service standards and quality standards; and all cases are investigated or reviewed fairly and impartially, using an evidence-based approach. You will also be responsible for carrying out investigations or reviews and will issue the report with the Ombudsman’s decision to the parties involved. In addition to your expertise managing complex housing complaints, your track record will evidence your ability to coach, mentor and develop your team to deliver against set targets and KPI’s. You will also offer be adept at managing change and contributing to a cycle of continuous improvement – of people, processes, systems and governance within the investigation process. Excellent written and verbal communication skills are also key.