Head of Dispute Support / Casework Operations – Housing Ombudsman Careers

Head of Dispute Support / Casework Operations


Job details

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

Full time


£66,225 plus excellent benefits

Closing date:
12 June, 2022 11:59 pm

Head of Dispute Support / Casework Operations

If you offer the proven ability to manage a large casework operation, to high quality standards, whether gained within the housing sector, an ombudsman service, a regulator and/or a call centre, this role will enable you to drive sustained improvements in the responsiveness of our service and so contribute to making a difference for millions of households.

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.

Working in partnership with our other Head of Dispute Support (who focuses on strategic interventions), you will ensure a responsive, high quality and accessible service to resident enquiries we receive across all communication channels – via phone, web and email, as well as effective contract management of outsourced services. You will continuously improve our service standards, using your contact centre management expertise to help ensure both residents and landlords are best supported to resolve their disputes first time.

For this key role, you will be a confident manager with the proven ability to motivate a casework team to deliver to demanding performance targets. Your track record will evidence your ability to lead and implement customer service operational improvements across a substantial casework operation, and will ideally include experience in transitioning to online channels. Whilst knowledge of dispute resolution and housing law would be ideal, it is your relentless focus on ensuring the delivery of quality outcomes and excellent customer service that’s 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.

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 download the information pack and apply.

CLOSING DATE: 23.59 on Sunday, 12th June 2022.

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