Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Working options | office-based with optional rotational remote working in line with divisional requirements Working pattern | full time Working hours | 37.5 (Monday – Friday) hours per week Reports to | Resolution and Support Lead What we’re looking for: As a Case Assessor, you’ll be successfully resolving deposit disputes received by mydeposits customers, so you’ll need experience in complaint or claims resolution within a property, legal, or customer service environment. The ability to organise and plan your time effectively is essential as you’ll be assessing, handing, and resolving disputes within the agreed key performance indicators and Scheme Rules. As a Case Assessor, you’ll be providing advice and looking to reach a negotiated resolution, so you’ll need to have excellent attention to detail, be solution-oriented, and communicate clearly and precisely. Some of the things you'll get up to: Daily interaction with letting agents, landlords, and tenants providing information and guidance on the dispute resolution process Handling and resolving a set number of disputes received by The Scheme by way of early resolution ensuring all key performance indicators and timescales are followed Approving dispute cases, assessing evidence provided, and logging disputes, ensuring that all information is recorded accurately and on time Collecting and collating dispute evidence and disputed amount fees Maintaining relevant spreadsheets and logs, providing data to relevant parties when required Assisting with the preparation of monthly reports for Government and internal purposes as well as the annual report Recommending process/service improvements as part of ongoing overall case management, and assisting with analysis and project work where required We’d like you to have: Experience in the property sector especially the private rented sector and a lettings background is desirable. Basic understanding of the insurance or financial services industry Ability to work within a team environment and to co-operate with teammates building effective working relationships Drive and self-determination with the ability to find and implement solutions to problems Sound knowledge of Microsoft Office packages and the ability to learn new systems and processes as require 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 As part of the HFIS Group, access to discounted personal insurance is available At HFIS we value development and progression of all our people and so we also offer financial support for studying towards professional qualifications plus study time. As a teammate you will also benefit from a wide variety of high-quality in-house and external training. We have a relaxed and friendly environment, and our dress code reflects this. We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.