Dispute Resolution Advisor

Morgan Hunt are currently working with one of the UK's Ombudsman Bodies, in their search for a number of temporary Dispute Resolution Advisors to guide and assist parties in resolving disputes locally.

You will use your knowledge of dispute resolution, housing services and customer care skills to guide all parties (by providing telephone and written advice), and gather information in order to decide on the appropriate action (referral or conclusion) of complaints. You will be expected to deal with a high caseload, at pace and to a high degree of accuracy.

You will ensure that excellent records of advice, decisions and actions are recorded throughout the process. You will also be expected to identify and highlight emerging trends identified throughout your casework to improve complaint handling across the wider sector.

The role would be perfect for someone with strong front-end customer service and complaints handling experience (ideally within Local Government, or a Housing Association). You will have experience in a telephone-based role with strong communication skills, customer service focus and a strong sense of social justice.

As a Dispute Resolution Advisor, this opportunity will offer the potential for extension as well as fantastic benefits and progression opportunities within the organisation.

Job Title: Dispute Resolution Advisor

Location: Remote

Hourly Rate: £21.00 - £22.00 (PAYE)

Job Type: Temporary (6 months, with likely extension or permanency)

Hours: Full-time (35 hours per week)

Start Date: ASAP

Key Responsibilities

• Liaise with Landlord/Designated Person/Complainant to resolve the complaint locally
• Gather further information from relevant parties to assist with dispute resolution
• Provide advice, assistance on complaint handling and signpost as and when appropriate
• Decide on the appropriate next stage in the dispute resolution
• Manage and prioritise busy caseload
• Working under pressure in a fast-paced busy environment
• Articulate straight-forward decisions and actions to help resolve issues
• Maintain and build good working relationships with colleagues and service users to deliver the service required
• Work independently, scheduling own work to meet business requirements and operating in compliance with data protection requirements
• Demonstrate courtesy and effectiveness in dealing with other people with the ability to ask questions, seek clarification and exchange information using tact and diplomacy

Personal Specification

• Excellent customer care and communication skills (written and verbal),
• Ability to actively listen, and provide accurate advice
• Ability to analyse and collect information objectively
• Detailed knowledge of Housing Law and/or Services
• Demonstrated experience of complaint handling to a high standard
• Ability to work to own initiative (Proactive)
• Planning and prioritising skills - managing a busy caseload
• Ability to work collaboratively and seek advice when required

Please contact to find out more information regarding this fantastic opportunity for a Dispute Resolution Advisor.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.