Dispute Resolutions Officer

Dispute Resolution Officer

Location: Chorley

Working pattern: Hybrid

Line Manager: Head of Operations

Salary: £22,000

Benefits: Private Optical, Dental and Medical Cashback plan, Life Assurance Scheme, Career Pathway Programme, and more! - see below

The Company

Incorporated in 2020, Qure Group 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 inspections, and remedial works programmes.

The Role

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

We will supply you with everything you need to work from home, along with making sure you get a home working allowance as well.

From time to time, we like to meet up and collaborate, and we normally do this via different shared offices or networking areas within the UK.

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 becoming a Senior Complaints Handler, or a Claims Management Expert.

Responsibilities

• 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.
• Ensure both parties are robustly challenged when they are in a stalemate and apply soft conciliation when required.
• 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 when we are in an 'all hands on deck' 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 carry out 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.

The Offer

• Company pension scheme
• Life Assurance scheme
• Private healthcare insurance
• Private Optical, Dental and Medical cashback plan
• Private Mental and Financial well-being support
• Brand new career pathways programme
• Company sick pay and free eyecare vouchers
• Enhanced maternity/paternity leave and adoption-friendly policies
• Hybrid working environment (depending on role)
• Flexible working environment
• 23 days annual leave plus bank holidays, plus increased annual leave with service
• Home working allowance (if applicable)
• Exclusive home improvement discounts