Dispute Resolution Manager

Job Title: Housing Condition & Dispute Resolution Manager

Contract Type: Permanent

Salary: £58,238.15 (£64,198.01 is achieved after 12 months successful performance in the role)

Working Hours: Full Time – 35 Hours

Working Pattern: Monday to Friday

We are looking for someone with

• Experience of successfully leading, managing, and motivating multiple teams, including managing team performance with a proven track record of policy and service development in a complex multi-site environment.
• Results driven and commercially aware with a focus on continuous improvement and the ability to drive change.
• Sound knowledge of key business risk, sector risk, property safety risk to customers and ability to horizon scan and assess impact on business and customers.
• Proven track record in delivering programmes of work, with effective contract management skills including managing service and maintenance contracts and a good understanding of project management methodologies.
• Evidence of using sound judgement when making effective decisions.

• Lead, manage and motivate a team of managers to ensure the delivery of a high-quality service to customers, developing and implementing operational objectives including key performance indicators, to underpin the Homes Strategy and The Riverside Group’s overall strategic vision.
• Responsible for the development and operational effectiveness of Disrepair activity, structural works, Party Wall, Category 1 HHSRS actions and legal enforcement notices, including related policies and procedures. Ensuring appropriate team structures, sufficient resources and effective business processes are deployed to successfully deliver the business strategy.
• Responsible for the development and delivery of in-house Stock Condition Survey activity. Ensuring operational effectiveness of the internal surveying programme to meet annual targets, including survey and data standards, quality assurance processes, and outputs support investment planning and compliance requirements. With appropriate structures, resources and systems in place to deliver organisational objectives.
• Embed a performance management and customer focused culture to ensure effective service delivery of the business function. Providing expertise, coaching and other developmental support as required, ensure a quality service is provided and underperformance is dealt with appropriately.
• Responsible for the provision of technical risk-based information on behalf of Asset Services, supporting incident management of Housing Condition reports, Local Authority Enforcement Action and Category 1 Health and Safety Rating Risks, providing points of contact to support business recovery and resolution.
• Act as a lead advisor for the team’s management of complaints, leading escalation of Alternative Disrepute Resolution cases, working with appropriate internal and external stakeholders to ensure investigations are brought to an effective and timely conclusion, including the production of specific action plans to address the original issue and avoid future recurrences.
• Contribute to and inform the development and implementation of a risk management approach to reduce the Group’s liability to legal claims. Ensuring adherence to regulatory, statutory and legal compliance, providing advice and guidance on the risks associated with service breakdown.
• Work collaboratively with the leadership team to implement the Group wide approach in tackling property condition matters, including policy, procedure, and guidance, considering legal requirements and best practice across the sector.
• Represent the group at external forums, engaging with stakeholders, proactively informing and sharing best practice…