We are a well-established, UK-wide, non-profit trade association representing small and medium-sized businesses within the UK. Our client has offices across England, Northern Ireland, Scotland and Wales, they support thousands of member firms through professional advice, dispute resolution services, and consumer-facing initiatives that promote high standards and trust within the industry.
We are recruiting for a Dispute Case Handler. This role sits within the Dispute Resolution Department, which provides a valuable service to members and their clients by helping to resolve disputes efficiently and fairly. The role plays a key part in protecting the reputation of the organisation by delivering a professional, impartial and customer-focused service.
You will work directly with members and consumers, managing dispute cases from initial contact through to resolution, in line with organisational values of integrity, professionalism, collaboration and commercial awareness.
Key Responsibilities
Act as the first point of contact for members and their clients via phone and email, advising on dispute resolution procedures
Conduct mediation calls to support parties in reaching mutually satisfactory outcomes
Deliver excellent customer service, maintaining regular communication and providing case updates via phone, email and written correspondence
Manage your own caseload, escalating cases where appropriate and supporting team case reviews
Liaise with colleagues and external organisations (e.g. regulatory or standards bodies) as required
Produce clear and accurate case summaries for internal committees and reporting purposes
Identify trends in complaints and customer feedback to support service improvements
Maintain accurate case records and CRM data
Comply fully with data protection legislation, including GDPRPerson Specification
Essential:
Experience in case handling, complaints management or dispute resolution
Confident communicator with strong listening and negotiation skills
Calm, professional and resilient when dealing with distressed or dissatisfied customers
Excellent attention to detail and high standard of written English
Strong organisational skills with the ability to manage a complex workload under pressure
Proficient in Microsoft Office and CRM systems (e.g. Dynamics)
Ability to work effectively both independently and as part of a small team
Respect for confidentiality and sound understanding of GDPRExperience
Complaints handling or mediation: minimum 2 years
Customer service: minimum 2 years
Experience using Microsoft Office, Teams and CRM systemsIf you have the required skills to deliver within this role, please send us your CV today to be reviewed. We are unable to respond to all applications, if you do not hear from us within 7 days of your application, unfortunately you have not been successful on this occasion