Housing dispute resolution officer

Role Title: Dispute Support Assistant Department: The Housing Hub ndash; The Economy Reports To: Dispute Resolution Manager Pay Rate Per Hour: GBP18.52 PAYE or GBP22.92 Umbrella PAYE Duration: 2 Months initially Location: West London (Hybrid based) Role Role Description: Join our team and be a crucial part of delivering an effective complaints, enquiries, and compliments management service, ensuring that service standards are consistently met. Responsibilities: Support the Dispute Support and Resolution team in achieving early resolution of residents #39; complaints and Housing Ombudsman enquiries. Process, resolve, and respond to enquiries in a timely, fair, and transparent manner, adhering to Council #39;s Constitution and Ombudsman #39;s complaint handling codes. Develop skills across all areas of the team #39;s responsibilities, with the Council #39;s support for training and professional development. Deliver a timely and effective dispute resolution process, considering all complaints and requests for information in line with Council policy and relevant legislation. Triage stage 2 complaints requests, aiming for first-contact resolution or directing requestors to relevant sources of information. Assist the dispute resolution team with written or telephone enquiries, ensuring sufficient information for decision-making. Prepare information for the Housing and Local Government Ombudsman, downloading data from the council #39;s housing system as needed. Respond to enquiries and complaints promptly and transparently to prevent escalation, investigating and resolving issues satisfactorily for residents. Draft complaint and enquiry responses, maintaining accuracy, consistency, and high standards. Coordinate and monitor responses to Member #39;s enquiries, ensuring effective resolution. About You: Knowledge Skills: Experience in resolution of complaints or disputes with landlords and tenants Ability to work effectively with a diverse community client base, developing successful dispute resolution strategies. Strong time management skills, successfully organising workload and managing conflicting priorities. Proficiency in maintaining accurate records, both in hard copy and computerised systems. Excellent verbal and written communication skills, presenting information clearly and systematically. Persuasion and negotiation skills to achieve desired outcomes with stakeholders. Commitment to continuing personal development. Join us in making a positive impact on our community. Apply now to become a vital part of our Dispute Support and Resolution team