Dispute Resolution Manager

Our client, provides leasehold management services, in line with the business values to be honest, transparent and professional they are appointing a new role. They are seeking a problem solver with previous experience in leasehold to support the business across their data compliance and compliants.

The Role

Compliance

• Serve as the first point of contact for all compliance, privacy, and data protection inquiries.
• Monitor and process all data subject requests within regulatory guidelines and investigate data breaches.
• Conduct Data Privacy Impact Assessments.
• Provide guidance on compliance with GDPR and local data protection laws.
• Ensure adherence to GDPR standards and act as a point of contact with supervisory authorities and data subjects.
• Develop and maintain policies to enforce compliance with legislation.
• Collaborate with other departments to deliver training on data, privacy, and compliance matters.

Complaints

• Effectively resolve and respond to customer complaints escalated from various parts of the business.
• Collaborate with internal departments and external suppliers when necessary.
• Make recommendations for compensation, redress, and gestures of goodwill (GOGW) within Company policies.
• Liaise with the Legal department and provide relevant information for letters before action (LBA's) when necessary.
• Communicate all responses and final letters to Complainants, outlining investigation details and a clear and concise conclusion.
• Hand back resolved accounts to the relevant department, ensuring that remedial and corrective arrangements are completed.

Reporting

• Develop quality reporting procedures and provide root cause analysis information to senior leaders.
• Identify existing and emerging trends.
• Maintain and monitor compliance registers, ensuring accurate and timely information is recorded.

The Person

• Knowledge of Block Management and the residential leasehold property industry.
• Understanding of leases, Service Charge Budgeting, and associated legislation.
• Solid understanding of risk management best practices in accordance with changes in legislation.
• Good understanding of data protection, regulation, and compliance requirements for a business.
• Knowledge of Regulatory authorities, legislation/regulations of Privacy, Data Protection, Anti-Money Laundering, and Anti-Bribery and Corruption.
• Good/Advanced Excel and Reporting skills.
• Excellent English skills with strong letter writing skills.
• Excellent time management skills.
• Ability to liaise at all levels with other departments and outside agencies.
• Ability to take responsibility for strengthening procedures on complaint closure.
• Exceptional attention to detail.
• Enthusiasm for problem solving.
• Strong communicator with the ability to build and maintain relationships.
• Accountability for own workload and performance delivery.
• Hardworking with a strong work ethic.

Desired

• Knowledge of ARMA/RICS regulations.
• Previous experience with client liaison or a track record of managing client relationships.
• IRPM Qualified.

The Package

• 33 days holiday inclusive of statutory days.
• Pension scheme enchanced
• Private medical insurance.
• Life Insurance
• Flexible hours
• Hybrid working

Please contact annie.mcgrandles@pmr.uk.com should you wish to discuss any details of the above