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Resolution Officer
Salary: £25,318.20 (with a possible £500 pay review at 6 and 12 months subject to performance)
Perm contract
Full time/Part time
Location: Home-based with occasional travel
About us
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 a Resolution Officer, you will use your excellent analytical ability and emotional intelligence to get to the heart of unresolved disputes between agents and their customers.
Your role is to achieve appropriate outcomes to disputes, using a telephone-first approach.
Excellent communication skills, both written and oral, and sound judgment will enable you to draw and share reasonable conclusions to achieve the early resolution of complaints.
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.
Resilience is a key attribute when dealing with complaints, you will need to show determination 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, sometimes under pressure, and potentially managing a high workload to achieve targets.
What we are looking for
- Experience of complaint handling
- The ability to work under pressure and meet monthly resolution targets, while maintaining a consistently high quality of work
- Educated to A level standard or have equivalent business experience
- Experience of providing information and/or advice to a diverse range of members of the public over the telephone, and in writing, including recording information using ICT
- Sound reasoning and judgment
- Empathy and emotional intelligence
- Exceptional communication, mediation, and negotiation skills
- Excellent persuasive skills
- The ability to use your initiative to make customer-driven decisions.
- Customer-focused approach
- A proven ability to work collaboratively and achieve results whilst working remotely.
How to apply
Applications for this post will be accepted until 5pm Friday 26th April 2024 (previous applicants need not apply), however we may close the vacancy before this date if we have received the right level of applicants. If you feel you have the experience and skills for the Resolution Officer position, please apply now by email, or by post to The Property Ombudsman, Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP. All applicants must prove they live and have the right to work in the UK.
TPO Values Statement
TPO values the benefits of diversity and inclusion to society and our service. We are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
An opportunity has arisen to work within the Membership Services Team at The Property Ombudsman (TPO).
Do you have excellent eye for detail with a passion for providing a quality service? Then we want to hear from you.
Membership Compliance Advisor
Salary: £21,118.01
Permanent
Full Time
Location: Home-based with occasional travel
About us
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 to use and impartial dispute resolution service since 1990.
Key Responsibilities
You will be at the frontline of delivering a high-quality customer service by offering advice and guidance to existing and potential members of our scheme on compliance and membership matters.
This role involves high levels of data entry; therefore, accuracy is a crucial skill required. Day to day you will provide support to agents with the completion of compliance questionnaires and conduct regular audits. A confident communicator you will be comfortable providing feedback on completed surveys and requesting amended evidence in cases of non-compliance. In addition, you will Complete information requests and ad hoc referrals for National Trading Standards (NTSELAT) / Local Trading Standards / the Police by compiling and researching membership & Complaint data
Together with your colleagues you will also be responsible for answering queries from both colleagues and agents via email and telephone. With a passion for delivering great service, you will have a natural ability to explain information clearly and simply.
You will be capable of delivering accurate work consistently, whilst working under pressure within quality and output performance targets. Good computer skills and attention to detail are essential in our fast-paced environment. We are looking for a committed team player, who can work well under pressure, supported by a friendly team.
Full training will be provided for this role however we are looking for the following underlying skills to support success in the role.
GSCE level education or equivalent working experience
Data Entry Experience - Accuracy and attention to detail is key
Excellent communication skills with a customer focus
Excellent IT skills
Ability to build rapport with agents
Positive can-do attitude
Ability to work under pressure and manage high workloads
Property knowledge (desirable)
Resilience
How to apply
Applications for this post will be accepted until Friday 26 April 2024 (previous applicants need not apply), however we may close the vacancy before this date if we have received the right level of applicants. If you feel you have the experience and skills for the Membership Compliance Advisor position, please apply now by email. All applicants must prove they live and have the right to work in the UK.
TPO Values Statement
TPO values the benefits of diversity and inclusion to society and our service. We are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. As a result, we are keen to meet people with different and varied experiences and encourage all applicants who feel they have the knowledge and skills to meet our criteria to apply for this role.
A fantastic opportunity has arisen to work within the Initial Enquiries Team at The Property Ombudsman (TPO) as an Advisor.
Do you have excellent administration skills with a passion for providing a service which put the consumer at the heart of the process? Then we want to hear from you.
Initial Enquiries Advisor
Salary: £21,088.01
Full time: 35 hours per week
Permanent
Location: Home based with occasional travel
About us
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 to use and impartial dispute resolution service since 1990.
Key Responsibilities
You will be at the frontline of delivering a high-quality customer service to consumers and agents, giving information and advice by telephone, email or letter, and recording all initial enquiries received in line with TPO procedures. Using your excellent communication and listening skills you will have a natural ability to explain complex information clearly and signpost to relevant external agencies as required.
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 is critical in providing an effective service.
Resilience is a key attribute when dealing with complaints, you will need to show determination and compassion, 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 and under pressure within quality and output performance targets.
Good computer skills and attention to detail are essential in our fast-paced environment. We are looking for a committed team player, who can work well under pressure, supported by a friendly team.
What we are looking for
GSCE level education or equivalent working experience
Excellent communication skills
Experience of complaints handling/customer service
Excellent IT skills
Ability to maintain rapport with challenging consumers and agents
Empathy and emotional intelligence
Customer focused approach
Ability to consistently pay attention to detail and maintain consistency in quality of work
Positive can-do attitude
Ability to work under pressure and manage high workloads
Resilience
A proven ability to work collaboratively and achieve results whilst working remotely.
Experience of live logging of calls (desirable)
Property knowledge (desirable)
How to apply
Applications for this post will be accepted until Friday 26th April 2024 (previous applicants need not apply), however we may close the vacancy before this date if we have received the right level of applicants. If you feel you have the experience and skills for the Initial Enquiries Advisor position, please apply now by email. All applicants must prove they live and have the right to work in the UK.
TPO Values Statement
TPO values the benefits of diversity and inclusion to society and our service. We are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. As a result, we are keen to meet people with different and varied experiences and encourage all applicants who feel they have the knowledge and skills to meet our criteria to apply for this role.