Customer Service & Dispute Officer

Location: Hackney E8
Service: Homeownership Services
Hybrid
Start: ASAP
Length: 3 Months +
Pay: £21.53 Per Hour PAYE/ £29.01 Per Hour Umbrella
Working Pattern: Full-time (including occasional evening/weekend work)

Are you a proactive customer service professional with a knack for resolving complex disputes and a strong understanding of leasehold management? The London Borough of Hackney is seeking a Leasehold Customer Service & Dispute Officer to join our dynamic Homeownership Services team.

In this pivotal role, you will be the front-line champion for leaseholders, shared owners, and freeholders across the borough. You will deliver high-quality, sensitive, and effective resolution to enquiries, formal complaints, and service charge disputes, ensuring our residents receive outstanding support while protecting the Council's interests.

• Dispute Resolution & Enquiry Management: Lead on investigating and resolving a broad range of enquiries, formal complaints, and disputes regarding service charges (estimates, actuals, major works), ground rents, shared ownership, and reserve funds.
• Legal & Court Representation: Represent the London Borough of Hackney at County Courts and Tribunals regarding disputes, challenges, and lease breaches.
• Consents & Statutory Processes: Process and manage leaseholder applications for alterations, sub-letting, pet consents, and running home businesses, liaising with surveyors, planning, building control, and legal teams.
• Resident Engagement & Events: Organize and participate in resident events, focus groups, surgeries, and meetings (including Neighbourhood/Estate Committees) to boost homeowner satisfaction and improve engagement.
• Safeguarding & Support: Identify vulnerable residents, make multi-agency referrals, and arrange appropriate support while ensuring safeguarding protocols are followed.
• Financial & Administrative Accuracy: Interpret lease terms, update property/account databases, process financial adjustments (write-offs, refunds, account reconciliations), and ensure compliance with safety standards (e.g., Gas and Electrical Safety enforcement).

• Strong working knowledge of Right to Buy (RTB), housing, service charge legislation, and legal dispute resolution processes.
• Proven track record of successfully resolving customer disputes and complex cases within a public-facing environment.
• Experience monitoring and achieving key operational targets while working under tight deadlines.

• Customer Service & Communication: Excellent oral and written communication skills with the ability to negotiate, de-escalate, and resolve customer grievances empathetically and efficiently.
• Analytical & Financial Numeracy: Strong numerical ability to accurately calculate balances, prepare financial statements, and review repayment agreements.
• IT & Technical Proficiency: Highly proficient in Microsoft Office and Google Workspace tools (especially Excel, Access, Google Sheets, and Google Forms).
• Organization & Detail: Exceptional attention to detail, strong organization skills for diary/events management, and the ability to maintain accurate digital and manual records.
• Self-Motivated & Adaptable: Capable of prioritizing your own workload, working independently, and collaborating positively within a team environment.

• A demonstrated commitment to equality, diversity, inclusion, and continuous organizational learning.
• Willingness and ability to work flexible hours, including occasional evenings and weekends to attend meetings or resident events.

At the London Borough of Hackney, we are committed to building a fairer, greener borough. We offer a supportive culture focused on learning, empowerment, and continuous improvement, where your work directly impacts the daily lives of local residents.

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.