Dispute Resolution Manager (x 6) – Housing Ombudsman Careers

Dispute Resolution Manager (x 6)


Job details

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

Full time


£56,031 plus excellent benefits

Closing date:
17 March, 2023 12:00 pm

Dispute Resolution Manager (x 6)

Opportunity to use your management skills, in depth housing law and casework expertise to lead and manage a team of our most senior casework and investigation professionals (Adjudicators and Investigators).

The Housing Ombudsman Service provides independent, impartial and fair dispute 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 a Dispute Resolution Manager (DRM), you’ll be based within our Dispute Support and Resolution Directorate and be responsible for conducting fair, impartial and independent investigations into complaints brought to the Ombudsman by residents. You will be accountable for the performance and delivery of a team of Investigators and/or Adjudicators and the investigation process as part of the wider department.

Specifically, as a DRM, you will ensure that:

  • your team are working efficiently and effectively and in accordance with agreed performance targets, service standards and quality standards; and
  • all cases are investigated or reviewed fairly and impartially, using an evidence-based approach.

You will also be responsible for carrying out investigations or reviews and will issue the report with the Ombudsman’s decision to the parties involved.

In addition to your expertise managing complex housing complaints, your track record will evidence your ability to coach, mentor and develop your team to deliver against set targets and KPI’s. You will also be adept at managing change and contributing to a cycle of continuous improvement – of people, processes, systems and governance within the Investigation process. Excellent written and verbal communication skills are also key.

In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35 hour working week and flexitime.

It’s an exciting time to join us and to contribute your skills to the evolution of this ambitious, influential and growing organisation.

For further details, please click apply and download the information pack.

CLOSING DATE: 12.00 on Friday 17th March 2023 (amended).

PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to close the role to applications earlier than indicated.

We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.

Supporting documents