Please note as part of our recruitment process, we collect and process personal data relating to job applicants. For more information, please click here to view our full privacy notice for job applicants.
FULL JOB DESCRIPTION
Salary: £28,939 to £35,000 (dependent on experience)
Temp to perm contract (initially for a period of 6 months)
Location: Home based with occasional travel to Salisbury
The Property Ombudsman provides a free, impartial and independent service, helping to resolve disputes between Consumers and Property Agents. We are the largest Ombudsman scheme in the sector and the only one to operate Codes of Practice to raise standards and share best practice in the industry. As a not-for-profit organisation we have been providing a free and impartial dispute resolution service since 1990.
As an Adjudicator, you will use your excellent analytical ability and emotional intelligence to get to the heart of unresolved disputes between agents and their customers, often with associated large volumes of written evidence. You will apply sound reasoning to reach logical decisions. Excellent communication skills, both written and oral, and sound judgement will enable you to draw and share reasonable conclusions, as well as draft reasoned arguments in any reports of your findings.
With a passion for excellent customer service and standards, you will ensure that the service you provide has the consumer and agents at the heart of our work. The ability to build effective relationships and rapport with consumers and agents to support the resolution of complaints is a crucial element of the role. You will continually liaise with both parties to ensure you understand the scope of the complaint and manage expectations from the onset to support the understanding and thus acceptance of final decisions.
Resilience is a key attribute when dealing with complaints, you will need to show determination and empathy, whilst remaining impartial, often in the face of direct and personal challenge. You will have the ability to demonstrate empathy, whilst maintaining transparent, direct and diplomatic communications. You will be capable of delivering quality, consistently, under pressure and managing a high workload to meet targets.
What we are looking for
To be successful as an Adjudicator you will have:
Experience within one of: the housing sector, an ombudsman service, a regulator, within a housing or public law legal practice, desirable
Solid experience of dealing with complaints
Sound reasoning and judgement
The ability to maintain consistency in quality of work
Empathy and emotional intelligence
Excellent communication and negotiation skills
Excellent persuasive writing skills
The ability to work under pressure and meet targets
The ability to use your initiative to make customer focused decisions.
Consumer Centric approach
How to apply