Dispute Resolution Officer

Dispute Resolution Officer

OA are recruiting for a Dispute Resolution Officer to join our client s highly successful and growing team.

The job holder will be responsible for handling and resolving complaints at the early resolution stage following the complaints process, from accepting or declining complaints, assessing evidence and communicating with disputing parties.

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 the Resolution team. A legal qualification e.g. LLB or other appropriate legal background is essential.

Location: Borehamwood

Hours: Full-time, 9am - 5:30pm, Monday to Friday. Hybrid working available following successful probation period.

Salary: Up to £32,000 depending on experience

Dispute Resolution Officer Benefits:

• 23 days holiday + UK bank holidays
• Life assurance
• Private health care for you and dependents
• Employee assistance programme, including GP line, cashback for treatments, advice line
• Season ticket loan
• Rental deposit loan
• Annual leave purchase scheme

Dispute Resolution Officer Key Responsibilities

• Reviewing allocated cases, and making a decision on whether to accept or reject
• Where accepted, owning the case, including collating evidence and attempting early resolution
• Where an early resolution is not possible, fully considering the positions of the parties and the evidence available to provide a resolution to the complaint
• Achieving 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
• Producing, in writing and in line with prescribed timeframes, a document conveying the resolution.
• Uploading the decision directly onto the complaint system, within prescribed timeframes
• Achieving a set number of resolutions over a prescribed timeframe
• Carrying out review requests as required
• Supporting the team in other complaints at throughout the process from state B to state E where appropriate, depending on scheme workload
• Helping the department lead achieve objectives by carrying out any other reasonable tasks as may be requested from time to time, this may include for example, auditing decisions, writing case studies, handling more complex customer complaints and enquiries.

Dispute Resolution Officer Skills and Experience

• Experience within a Legal or ADR environment
• 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
• 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
• Good knowledge of Microsoft Office packages and the ability to learn new systems and processes as required

If your skills align, please apply online with your CV.

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