Dispute Support Manager

A pivotal role using your casework team management skills and excellent customer service skills to ensure your team’s cases are progressed efficiently and effectively and in accordance with agreed performance targets, service standards and quality standards. 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 Support Manager, you will be a member of the leadership team delivering our Dispute Support Service which focusses on supporting landlords and residents to resolve complaints within the landlord’s internal complaints process. You will be responsible for: the performance and delivery of your Dispute Support team and the process overall; management and continuous development of people, processes, systems and governance within the Dispute Support team; and ensuring cases are progressed efficiently and effectively and in accordance with agreed performance targets, service standards and quality standards. For this key role, you’ll be adept at leading a complaints handling / dispute resolution team to achieve stretching qualitative and quantitative KPIs. Your track record will evidence your skills in: developing members of your team to help them achieve their full potential; and monitoring, maintaining and enhancing processes and resources to continually improve the approach to casework. As a role model to your team, you’ll also need proven complaints handling skills, active listening skills, and an unrelenting commitment to delivering excellent customer service.