Dispute Support Manager – Housing Ombudsman Careers

Dispute Support Manager


Job details

Manchester – all our roles are available office-based, hybrid or home-based

Full time


£56,031.18 per annum

Closing date:
20 April, 2023 11:59 pm

Dispute Support Manager

The Dispute Support Manager’s key responsibilities will include, but may not be limited to:

  • Manage the operational performance of a Dispute Support team to ensure delivery of activity to a high standard.
  • Allocate casework appropriately and monitor case handling by team members.
  • Monitor, maintain and enhance processes and resources to continually improve the approach to casework.
  • Ensure compliance with legal, regulatory and statutory obligations.
  • Support landlord development and engagement activity within the Dispute Support team.
  • Quality control caseworkers’ work to ensure this meets quality and service standards;
  • Apply Business Intelligence to inform systems improvement and contribute to strategic and business planning.
  • Inspire, promote engagement, motivation and empower people to perform to the best of their ability.
  • Coach and develop members of team to help them achieve their full potential within and beyond role.
  • Foster innovative and improved learning through continually expanding capabilities and optimising opportunities for learning.
  • Taking, applying and disseminating knowledge and insights gained (within dispute support, organisation and social housing sector dispute resolution activities).
  • Ensure stakeholder management both internally and externally.
  • Capture and use information and data clearly, concisely, accurately and in ways that promote understanding internally and externally.
  • Undertake appropriate and proportionate risk management.

The Successful Applicant

In order to be shortlisted for the role, you must demonstrate the below;

  • Degree level qualification or equivalent;
  • Expert knowledge of Social Housing laws and regulations;
  • People management and leadership experience;
  • Experience in performance management and improvement
  • Proven experience in dispute resolution and complaint handling;
  • Experience of delivering against set targets and KPIs
  • Excellent customer service skills.

What’s on Offer

  • A permanent, full time Dispute Support Manager role;
  • Great progression opportunities as the organisation continues to grow;
  • A salary of £56,031.18 per annum;
  • Remote working with occasional requirement to attend the Manchester office, plus occasional events in London;

Great benefits including

  • 27 days annual leave, plus bank holidays
  • Christmas closure days
  • Flexible working
  • Annual health check
  • Free onsite Gym membership