Housing Condition & 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 
Location: Speke, Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Housing Condition & Dispute Resolution Manager
As part of a sector-leading national team, you will lead the management of complex housing condition claims and Alternative Dispute Resolution cases, working collaboratively across legal, technical and operational disciplines. Your focus will be on resolving issues efficiently while rebuilding customer trust and minimising financial risk.

You will also oversee the in-house stock condition survey team, ensuring robust delivery of the programme to inform our strategic investment and long-term planning.

Supporting the Head of Performance & Improvement, you will help shape our approach to housing condition compliance— ensuring the service provides expert technical advice and effectively handles complex case management to meet all our regulatory and legislative requirements.

You will lead the delivery of high-performing team managing complex repairs and their associated risks, including enforcement action and Category 1 HHSRS hazards, embedding best practice and building capability across a geographically diverse team.

Through clear, proactive communication, you will keep customers and colleagues informed, reduce escalation risk and protect Riverside’s reputation—consistently delivering a customer-focused, high-quality service.

About you
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.

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
• Competitive pay & generous pension 
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.  

Applications may close before the deadline, so please apply early to be considered.

Role Profile 
Accountabilities or “What You Have to Do”
• 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...