A leading Housing Association is looking for a Complaints Dispute Resolution Lead on a temporary basis for about 3 months Key responsibilities Demonstrate a personal commitment and responsibility for the business to provide a highly resolution-based service, aiming to advise and assist the business in resolving any escalated complaints at the second stage Provide support to Heads of Service, Service Directors and managers at the review stage of the process, including drafting complex response letters Lead on reviewing complaints and compensation and advising on the correct level of rigor at stage 2 Assist in the production of regular Complaint Reporting for stage 2 and ombudsman cases, providing information for the service and to the business, ensuring information captured is relevant, accurate and timely and can be used to drive change and transformation in the organisation Take responsibility for managing all contact and communication with the Housing Ombudsman and customers including implementation of any improvements to ensure compliance with the Housing Ombudsman Complaint Handling Code Identify potential reputational risk and work with operational teams and the complaint manager to take mitigating action and ensure learning lessons are logged, tracked and monitored and prioritised by the business Be the subject matter expert for best practice and due diligence and to ensure effective management of escalated complaints and compliance with the Housing Ombudsman Complaint