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We have a fantastic opportunity to work within the Evaluation Team at The Property Ombudsman (TPO). Do you have excellent administration skills with a passion for providing a service which put the consumer at the heart of the process?

 

Evaluation Advisor

Salary: £23,273.89 (with a possible £500 pay review at 6 and 12 months, subject to performance)

Full time (35 hours per week) & Part Time role (Please state in your application)

Location: Home based with occasional travel

 

About us

The Property Ombudsman provides a free, impartial and independent ombudsman service, helping to resolve disputes between consumers and property professionals. We are the largest Ombudsman scheme in the sector and as a not-for-profit organisation we have been providing our 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.  Using your excellent communication and listening skills you will have a natural ability to explain complex information clearly and signpost to other organisations where appropriate.

Day to day you will decide whether we can accept a complaint for TPO consideration. You will assess cases to determine the next steps, providing advice to both parties when progressing the case to the next stage in the process. With a keen eye for detail, you will record required information accurately on our case management system.

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 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 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 Thursday 28 March 2024, 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 Evaluation Advisor 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.

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.