Contact Advisor - Stevenage, United Kingdom - Dispute Resolution Ombudsman

Description

Are you a law graduate looking for a career in consumer law...


Job Title:
Contact Advisor


Company:
Dispute Resolution Ombudsman Limited

Reports to:
Contact Team Lead / Head of Customer Contact


Salary:
£22,000

Hours: 35 hours per week (Monday to Friday 9-5)

Location:
Stevenage, Hertfordshire

Dispute Resolution Ombudsman Limited is an independent not-for-profit, government approved Ombudsman.

The Dispute Resolution Ombudsman Limited, incorporating The Furniture Ombudsman and Rail Ombudsman provides alternative dispute resolution for the rail, retail, furniture and home improvement sectors.

Our vision is to inspire consumer confidence, raise industry standards and resolve disputes without the need for costly litigation. We are neither a consumer champion nor a trade body.

We operate independently to ensure fairness in every case. with the aim of building a bridge between both sides, to resolve disputes and reach the right resolution.

We're totally independent which means we can be trusted to help reach an agreement that is fair for both parties.

The organisation is a City & Guilds Approved Training Centre which offers an array of training courses covering customer service, consumer and retail law and complaint management.

Job Purpose

This is an exciting opportunity to join a growing organisation which provides Alternative Dispute Resolution (ADR) to a range of businesses and their consumers.

Key Accountabilities and Responsibilities

• First point of contact for consumers, including a broad variety of inbound calls and complaint handling
• Responsible for providing a consistent high level of customer service to consumers, adhering to set service level agreements
• Recording data accurately onto our systems
• Liaison with internal teams to resolve outstanding issues and escalating where necessary
• Using a base knowledge of consumer law to identify resolutions which do not require the involvement of an Ombudsman with simple resolutions enabling case files to be closed
• Identify and gather information which will aid an Ombudsman to review complex cases which are not triaged by the frontline team
• Reopen cases where new evidence has been provided and forward to the Lead Ombudsman for allocation, to enable a full review to take place
• Chase overdue responses on cases and ensure any overdue responses are received at the earlier opportunity
• Adhoc project work as and when requested

Personal Attributes and Skills

• Excellent communication skills including a firstclass telephone manner
• Ability to problem solve and soothe unhappy customers
• Administration skills and high attention to detail to ensure all recordings are accurate
• Flexible attitude and ability to adapt to change
• Confident, and able to communicate at all levels
• IT Literate (Microsoft Office) and ability to learn new systems
• Ability to absorb information quickly and adapt to the business needs

Because of the changing nature of our business, your job description will inevitably change.

You will, from time to time, be required to undertake other activities of a similar nature that fall within your capabilities as directed by management.

Job Types:
Full-time, Permanent


Pay:
£22,000.00-£26,000.00 per year


Benefits:

• Additional leave
• Canteen
• Casual dress
• Company events
• Company pension
• Discounted or free food
• Free parking
• Life insurance
• Onsite parking
• Private medical insurance
• Sick pay

Schedule:

• Monday to Friday
• No weekends

Education:

• Bachelor's (required)

Experience:

- customer service: 1 year (preferred)


Work Location:
In person

Application deadline: 29/03/2024