Dispute Resolution Advisor

The key responsibilities of the Dispute Resolution Advisor will be to:

• Independently manage a high-volume, varied, and complex caseload.
• Ensure compliance with GDPR legislation and associated Ombudsman guidance when managing casework.
• Identify cases that are outside the Ombudsman's jurisdiction at the earliest opportunity and managing the associated communication with all parties.
• Liaise with residents and landlords to determine the most suitable resolution method (e.g., investigation, mediation, early resolution).
• Assess case complexity and risk to support effective dispute resolution.
• Signpost residents to appropriate external services such as Citizens Advice or local government services.
• Deliver high-quality customer service, considering individual needs and communication preferences.
• Share insights, best practices, and emerging trends with internal teams to support sector-wide improvements.