Resolution Specialist

**Resolution Specialist**

Responsible to: Insurance Manager

Location of work: Peterborough office based

Hours: 40 hours per week, Monday to Friday 8.30-5.30pm 60 minute lunch break.

**Salary**: £24,000

Are you a lettings negotiator looking for a new experience, using your knowledge of AST’s and customer service. Are you in sales, looking for your next move to enhance your mediation skills? A role that you can make your own? Then we have the opportunity for you Following the extensive processes already in place you will be responsible for mediating between the tenant and the letting agent when arrears occur to try and stop legal proceedings and eviction being required.

The Lettings Hub offer many products and services to the Lettings industry. It’s the role of the product team to make sure that the products we offer are fit for purpose, commercially viable and knocks the socks of what the competition can offer.

**What You Will Be Doing?**

As a resolution specialist you will review all Rent and Legal protection claims into the business, ensuring all mandatory information is received and is in order to then begin mediation between the Tenant, Landlord and Letting Agent as required. Successful mediation and resolution of the tenancy dispute are our aim, however should this not be possible then you’ll pass the claim over to the insurer and manage through with them, keeping the Letting Agent and Landlord updated on claims progress.

**Responsibilities**
- Review of submitted online claim form from letting agents
- Ensure all required information has been submitted and that the conditions of the references have been met
- Logging of the claim, and notifying the insurer
- Contact with the Letting Agent, Landlord and Tenant as per the process guide to understand the situation that has arisen
- Agreement received from the Letting Agent and Landlord on whether a deed of surrender is acceptable and if yes, agreement from the tenant to surrender the property
- Preparing and gaining agreement from all parties to a payment plan
- Communication with the insurer on the mediation activity
- If mediation is unsuccessful, or there is no contact from the tenant, details of the case passed to the insurer for the claim to proceed
- Clear mediation processes in place and reviewed every 6 months
- Mediation literature up to date and available to clients
- Sales team fully briefed on process to support with promotion of the claims process
- Regular reporting on mediation performance, including by agent, length of mediation, and outcomes
- Suggest system and process change specifications as required to deliver efficiencies
- Identify cost saving opportunities and present them for consideration by the business
- Ownership and management of of the eviction claims, ensuring the process is followed and evictions are within SLA
- Insurance admin related duties
- Onboarding overflow support when required, to cover busy periods and holidays
- QA responsibilities as required

**Skills & Characteristics**
- You are you passionate about our products, business improvement and business standards
- You are solution driven
- You are a people person
- You are organised, have a strong attention to detail and good time management skills
- You are a flexible individual who can challenge and question others at all levels of the business
- Strong analytical / numerical skills, excellent MS Office Skills
- Creative, innovative and open-minded approach to problem solving with a strong ability to identify, investigate and resolve issues
- Collaborative and inclusive, a strong team player who works independently with mínimal supervision
- With excellent written and verbal communication skills, you adapt your communication to your audience
- Autonomous and creative, you thrive on using your own initiative and prioritising your workload, meeting deadlines and performing multiple tasks
- Highly analytical, numerate and data-centric
- Methodical, focused, with first-rate attention to detail, and a structured and logical approach
- Industrious and motivated, commercially aware, able to liaise with all relevant stakeholders to ensure we are supporting all key players

Previous Experience
- 2 years relevant industry equivalent experience
- Strong existing tenancy agreement knowledge

**About Us**

The Lettings Hub is a unique supplier of technology-driven products and services that simplify and speed up the lettings process. Specialising in referencing, insurance and other rental properties services, The Lettings Hub are trusted by many leading agency brands and help over 20,000 people move home each month.

The Lettings Hub combine the best of technology with invaluable experience, which informs everything we do. We aim to exceed our customer’s expectations and do it with a smile. Since first starting out in the business that principle hasn’t changed.

We believe in treating people the way we want to be treated - respectfully and inclusively