End of Tenancy Resolution Officer

**Case Officer / Adjudicator**

**_What we’re looking for: _**

We’re looking for a highly organised individual with excellent attention to detail and experience within a Legal or Alternative Dispute Resolution environment to join our Decisions Team. A legal qualification e.g. LLB or other appropriate legal background is essential. You’ll join a friendly and welcoming company in Borehamwood with a real family feel, that can offer you a vibrant working environment and in-depth training.

**_Some of the things you’ll get up to: _**

Consider the positions of the parties and the evidence available to provide a resolution to the complaint.

Achieve a resolution by way of a written proposed decision, final decision, or default decision, ensuring that all facts and submissions have been taken fully into account.

Produce in writing and in a timely manner, a document conveying the resolution, including any amounts awarded or actions required and reasons for these awards or actions.

Provide a copy of the decision document to the Contact Team, Case Assessor or directly onto the complaint system, within the prescribed time scales.

Provide resolutions, in accordance with the above, for an agreed share of the complaints allocated on a weekly basis.

Produce, on average, a set number of resolutions over a prescribed timeframe as agreed with the Head of Redress or Operations Manager.

Assist Case Assessors with formulating resolutions prior to the complaint being escalated and act as a source of knowledge and experience in attempts to achieve early resolution of complaints.

Keep updated in relation to relevant areas of legislation and regulation, and proactively research relevant areas of Property law.

Act as a source of knowledge on technical issues to other areas of the business including writing of case studies and assisting with training of new Case Officers, Case Assessors and Contact Officers.

Undertake training in relation to completing tenancy deposit adjudications.

Assist the Head of Redress or PRS Managing Director to achieve objectives by carrying out any other reasonable tasks as may be requested from time to time.

**_We’d like you to have: _**

Experience within a Legal or ADR environment is desirable

A legal qualification or other appropriate legal background

A high level of English language skills with a proven ability to communicate clearly, concisely and grammatically, in writing as well as verbally

Excellent attention to detail to ensure that high standards of quality are consistently maintained

Ability to work within a team environment so that effective working relationships are maintained

Good knowledge of Microsoft Office packages and the ability to learn new systems and processes as required

Drive and self-determination with the ability to find and implement solutions to problems

Ability to plan and organise making effective use of time and resources.

**_Benefits: _**

Competitive salary

23 days holiday + bank holiday

Flexi time

Private healthcare for you and dependents (after one year’s service)

Employee Assistance Programme

Season ticket loan

Rental deposit loan

Annual leave purchase scheme

Based in Borehamwood

37.5 hours per week (Monday - Friday)

Salary from £26,000 depending on experience

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00-£32,000.00 per year

**Benefits**:

- Private medical insurance

Schedule:

- 8 hour shift

Supplemental pay types:

- Signing bonus

Ability to commute/relocate:

- Borehamwood, Hertfordshire: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Legal Secretary: 1 year (preferred)

Reference ID: Case Officer