Dispute Resolution Officer

**Job Advert**

**Role**:Dispute Resolution Officer

**Location**:Manchester

**Level**:Officer

**Line Manager**:Head of Operations

**Status**:Full Time

**Weekly Hours**:37.5

**Salary**:£22,000 pa

**About the role**:
As a Dispute Resolution Officer you will start on a competitive salary. This is in addition to our annual leave scheme, which kicks off with 23 days annual leave plus the bank holidays, including the office closing over Christmas. As your time with us increases, so does your annual leave

You will also join our company at an extremely exciting time and immediately join our Career Pathways, where you can move higher in this role, or move into other roles such as become a Senior Complaints Handler, or a Claims Management Expert, for example.

**What you will be doing**:
The name probably gives it away, but there is a fair bit that goes into this role. We will be counting on you to do the following:

- Establish contact with complainants within 24 hours of receiving a complaint and initiating our ‘triage’ process, using the tools and systems provided by the company.
- Mediate and negotiate with both parties to achieve an amicable conclusion. This contributes to our case resolution success rate.
- Carry out the dispute resolution process in a professional manner, ensuring you listen to both parties and provide your professional opinion based on the information available to you.
- Present your findings to both parties and highlight any inaccuracies in each parties’ case. These findings should be presented in a professional way and to a standard that achieves a resolution.
- Record and document all stages of the complaint management process taken for each case.
- Liaise with engineers where required, to arrange for any repair or replacement work on behalf of businesses, keeping their consumers updated at all times.
- Record, monitor and maintain all required information from businesses and consumers
- Ensure as much evidence as possible is gathered as part of the dispute resolution process to give us the best chance of a successful resolution.
- Using common sense and data, prioritise disputes when required, but also ensuring that we achieve all internal and industry targets.
- Ensuring any agreed outcomes from the resolutions are fulfilled by both parties.
- Assisting with our claims handling programme, where you could be handling claims on behalf of banks, insurers, retailers amongst others.
- Give us a hand with any reporting requirements for our clients, or for our company.
- Help out in other departments when things get busy, and we are in a ‘all hands-on deck’ time period.

**Who we are looking for**:
We operate in the home improvement and renewable energy industry. Therefore, a good start is someone coming from that background, ideally with good experience in roles providing customer service, claims handling, mediation or conciliation.

From there, we are also looking for:

- Highly organised individuals; you will update the systems with all the correct information. Otherwise we lose the magic of useful data to improve performance.
- Strong experience in customer service, with an ability to show empathy to people whilst also being confident to challenge people when they are wrong.
- Effective communicators; you can write, type and speak with confidence, with an ability to influence and negotiate effectively. You are not a robot, you have personality
- Experience in using systems to record information, and carryout tasks. Often referred to as CRM systems.
- Self-motivation and a desire to succeed. We don’t micromanage. We trust. But we know it takes motivated individuals to make that work.
- An ability to remain calm, neutral and detached under pressure and in stressful situations. Disputes in their nature can get a bit lively, so we need you to be a person who is relaxed and can take control of such situations.
- People who have a desire to learn more. There is a lot to learn in our industry and we want people who suck up the knowledge because they enjoy it.
- Strong emotional intelligence with the ability to judge situations and adapt your style of interaction to get the best result.

**About QASSS**:
Incorporated in 2020, QASSS Ltd is a leading provider of resolution services to the United Kingdom and Channel Islands. We specialise in the home improvement and renewable energy sectors and our vision is to be a global support partner to organisations in those sectors. We currently work with financial services, manufacturers, national retailers, membership organisations, franchises and SMEs.

Our role is to support sectors in elevating the reputation of that sector, increasing buyer confidence, by providing phenomenal support services to assist with organisations and consumers when things do go wrong, or to prevent them going wrong in the first place.

Our services include outsourced complaint handling, executive support, dispute resolution, claims management, independent in