VENN GROUP
Housing Complaints Handler/Adjudicator
Location: Remote working (London based)
Length of contract: March 2022 (with possibility of extension)
IR35 Status: Inside
A Central Government organisation is seeking a complaints professional to work within dispute resolution and complaint handling to handle complex housing related complaints cases.
Key Responsibilities
- Work daily with housing complaints identified as being suitable for intervention or investigation
- Seek to resolve disputes locally or, where appropriate, to determine cases by way of formal investigation
- Liaise with a wide range of stakeholders to improve and expand the understanding of dispute resolution, as well as other dispute resolution team members
- Take appropriate decision making on whether a case is in jurisdiction/suitable for intervention or, where appropriate, investigation
- Carry out articulation of decisions on jurisdiction/ intervention/ investigation, communication/liaison with the parties to the complaint, obtain evidence and information as required
- Maintain communication with parties during investigation
Key Requirements
- Experience within Housing Associations and/or Local Government handling complaints
- Robust investigation, analysis and decision-making skills
- Extensive experience of complaints and the dispute resolution process
- Robust understanding of customer satisfaction and dealing with customer expectations
- Strong communications skills both written and verbal
- Ability to be highly organised and to balance competing priorities
If you have the right experience for this role and feel your skills and experience match the requirements, or if you would like more information on the role, please contact Sara Panti on 020 7557 7667 and email your CV to spanti@venngroup.com