Head of Dispute Support

Job Reference: HDS2020

Location: Canary Wharf, London
Salary: £66,225 plus excellent benefits

The Housing Ombudsman Service invites applications for this key Senior Leadership Team role. The key role as Head of Dispute Support offers an exciting opportunity for candidates with casework and customer service operations leadership and management skills to make a difference for millions of households. 

The Housing Ombudsman Service provides independent, impartial and fair dispute resolution for nearly 5 million households in England. We recently agreed new powers with government, enabling us to do more to resolve disputes effectively and promote positive change across the social housing sector. We have agreed an increased budget to support our change programme, with exciting plans to grow the size of the organisation, recruit new colleagues and broaden our work. We want to raise the awareness of our service and work with others to strengthen the role of redress further. 

As Head of Dispute Support, you will lead a team of 30 to deliver excellent customer service and support. The Dispute Support Team covers both enquiries to the Ombudsman and complaints going through landlords’ processes.  

In delivering this work, you will ensure a responsive phone service and a wide range other routes into our service, proactive management of cases including the rapid identification of health and safety issues, and an appropriate service to vulnerable customers. Using your advanced people and communication skills, you will continuously improve our service standards and ensure both residents and landlords are empowered to resolve their disputes wherever possible. 

You will offer management experience within the housing sector, an ombudsman service, a regulator, within a housing or public law legal practice, and/or within a call centre where you will have demonstrated your ability to manage a large casework operation, to high quality standards, efficiently and effectively.  

You will be a confident manager who can motivate a team to deliver to demanding performance targets, learning from what we do so we improve, and sharing our knowledge and learning with our stakeholders. Communicating across the organisation and with customers and stakeholders will be one of your strengths.   

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 across your team that’s key 

It’s an exciting time to join us. Please click “visit website” for further details and to apply. 

CLOSING DATE:  midnight on Monday, 7 December 2020. 

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

Job Profile

For more information about the role please download the Candidate Pack.


Closing Date: 7 December 2020, 12:00 am

The Housing Ombudsman is committed to Equality Diversity and Inclusion in all that we do.

CV and Supporting Statement Application and Diversity Monitoring

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