Director of Dispute Support and Resolution

If you offer the proven ability to lead and manage a large casework operation, to high quality standards, this role offers an exciting opportunity to make a substantial impact in the evolution of our ambitious, influential and growing organisation. The Housing Ombudsman Service provides independent, impartial and fair dispute support and 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 Director of Dispute Support and Resolution, you will lead our operational teams and partners to ensure that our casework is timely, high quality, impactful and delivers excellent customer service. This will include ensuring strong governance through effective embedding of policies and guidance, appropriate levels of quality control and risk management. Your remit will include extensive internal and external stakeholder liaison. Internally, providing advice, support and guidance on sensitive and complex investigations to caseworkers, the management team and to the Ombudsman. Externally, liaising with landlords to improve their complaint handling and housing services, including compliance with the Complaint Handling Code. As a core member of our Senior Leadership Team, you will play a key role in the development of our organisation, including leading on the delivery of strategic objectives and programmes. Key requirements for this pivotal role include: Demonstrably successful leadership experience and strong management skills Proven track record in the formulation and delivery of strategic outcomes Knowledge or understanding of the role of an Ombudsman function and/or housing law and policy Evidence of managing a large casework operation to high quality standards, delivering efficiency, impact and high levels of customer service Experience of leading and managing change to improve performance and outcomes If you’re a strategic thinker, with a proven track record of effective leadership and performance management, including through periods of substantial change, please download the information pack for further details. It’s an exciting time to join us and to contribute your skills to making a difference for millions of households.