Article Index

Case Management Officer

Salary: £18,914.47

Full time

12-month fixed-term contract

Location: Home-based with occasional travel to Salisbury

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

As a member of the case management team, you will provide high-quality frontline customer service over the phone and in writing.  You will ensure that the service you provide has the consumer and agents at the heart of our work by offering a range of advice and guidance.

Day to day you will process, log, check and acknowledge all correspondence received from all parties involved, ensuring all relevant documentation is received in order for the case to be reviewed by an Adjudicator. You will be responsible for advising the parties that the case is going for full review and following the adjudicator review, you will also issue the proposed decision, ensure that responses are received, log representations, chase payments, and close cases.    

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 challenges. 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.

About you

To be successful as a Case Management Officer you will have a passion for delivering great service. You’ll have a natural ability to explain complex information clearly and simply using your excellent communication and listening skills. You will have strong administration and organisation skills with a positive can-do attitude.

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

Experience in complaints handling

Administration experience

Data Entry experience

Empathy and emotional intelligence

Excellent communication skills

Customer-focused approach

Ability to maintain rapport with challenging consumers and agents

Ability to consistently pay attention to detail and maintain consistency in quality of work

Ability to work under pressure and manage high workloads

Resilience

Property knowledge (desirable)

If you feel you have the experience and skills for the Case Management Officer position, please apply now. Please note that the deadline for applications is Friday 10th December. All applicants must prove they 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.