Overview
Dispute Resolution Specialist – Blackburn (BB1 2PR). Permanent, full-time role within Chubb Fire and Security (part of the APi group).
Salary: Between £24,500 - £28K per annum (depending on experience).
What We Offer
* 25 days holiday, plus bank holidays
* Company Pension (5% matched)
* Free Onsite Parking
* Liftshare Community - an app designed to make your commute more affordable, sustainable and enjoyable
* Cycle to Work Scheme
* Employee Referral Scheme (£1000)
* Life Assurance (4 x Basic Salary)
* A Central Benefits Platform offering a wide variety discounts
* Free Mortgage Advice
* Bravo scheme: Incentivising high achieving employees
* Health & Wellbeing Resources
Role purpose
The role involves the resolution of customer disputes, subsequent analysis of the cause of the disputes, and identification and implementation of solutions to prevent recurrence.
Responsibilities
* Dispute resolution: Resolve customer disputes to ensure they can make payment. This includes discussing issues with customers on the phone or via email. This will also require close coordination with colleagues in business support, finance and operational teams.
* Root cause analysis: Reverse engineer the circumstances that led to a customer dispute to identify how it could have been prevented.
* Process improvement: Reviewing processes in conjunction with colleagues across the business to make effective changes that prevent future recurrence.
* Documentation: Production and refinement of work instructions and processes.
* Reporting: Generate and analyse reports applicable to the disputes process.
* Compliance: Ensure all activities comply with company policies and relevant regulations.
Working hours
37.5 Hours Per Week | Mon-Fri | 9am – 5pm | Fully Office Based (hybrid working post probation).
What we would like you to bring
The ideal candidate will have previous demonstrated experience in a credit control, billing, invoicing, customer service resolutions or a similarly related role.
* Attention to Detail: Ability to take actions with minimal error rates and identify improvement opportunities that may not be immediately obvious.
* Analytical Thinking: Capability to analyse discrepancies and identify root causes.
* Customer Focus: Commitment to meeting customer service SLAs and ensuring customer satisfaction.
* Influencing: Able to influence people positively, for the best benefit of all related parties.
* Team Collaboration: Ability to work effectively with multiple internal teams.
* Communication: Excellent communication skills.
Join us and become part of a team committed to building great leaders. It all starts with you!
Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.
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