Careers at The Dispute Service Ltd.

 

  • Customer Service Advisor
  • Caseworker

Customer Service Advisor

Accountable to:

Director of Customer Relations (initially)

Salary:

£18,000 PA

Liaison with:

  • TDS customers
  • TDS staff
  • General public

Job summary:

We are The Dispute Service and we safeguard tenant’s deposits throughout the United Kingdom, and offer a free dispute resolution mechanism in the event of dispute over its return. We are looking for a positive, flexible and hardworking person with exceptional customer skills to join our expanding team.

Providing a first rate customer experience when customers contact us is all part of our mission to be the best tenancy deposit scheme in the business, and your exceptional customer service skills will help us achieve this goal.

We are creating a multi-channel customer enquiry centre from our fantastic news offices in Hemel Hempstead. As part of the Customer Relations team, you will be the first point of contact for answering customer enquiries about the service we provider. Initially this will be via phone but other contact channels will be added in due course.

You’ll need to be outstanding on the phone and be able to quickly get to grips with the complexities of our business. You’ll be speaking to customers and recording the nature of their enquiry so we have useful insight in to why our customers are contacting us. If you have a background of working in housing, even better but as a minimum you must have a solid customer service background and not be afraid of hardwork!

Candidates are expected to have excellent communication skills, both written and verbal, along with a demonstrable ability to be a competent computer user, including word and Excel.

No job description can cover every issue that might arise and the post holder is expected to carry out other duties from time to time, broadly consistent with those listed below.



PRINCIPAL RESPONSIBILITIES

  1. Delivering a first class service to agents, landlords and tenants
    1. Monitor, respond and provide a first class service to all customer enquiries;
    2. Answer telephone calls within agreed timescales;
    3. Maintain other contact channels as instructed by the Director of Customer Services;
    4. Keep records and notes to support the work of the TDS teams updated;
    5. Communicate with all departments to ensure a joined up customer service;
    6. Carry out other related tasks required across the department, as instructed, including providing feedback, comments and participating in relevant meetings as and when required.

PERSON SPECIFICATION

Essential characteristics
  1. Job Knowledge
    1. Must be able to demonstrate practical knowledge and experience of:
      1. Providing excellent customer service;
      2. Being a confident communicator;
      3. Dealing with professionals in different spheres of activity.
  2. Communication
    1. Must be able to present basic information clearly and concisely, both verbally and in writing.
    2. Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, customers and other stakeholders.
  3. Equal Opportunities
    1. Must be able to demonstrate a commitment to equal opportunities in relation to the work of The Dispute Service Ltd.
  4. General
    1. Must be able to identify with the aims and objectives of The Dispute Service Ltd.
    2. A flexible attitude to work is essential.
    3. Must demonstrate common sense and good judgement.
    4. Experience of Microsoft Word, Excel, Access & Outlook.
    5. Must be able to handle different tasks simultaneously and prioritise a heavy workload.
  5. Required behaviour and attitude
    1. Applicants must be able to:
      1. demonstrate an affinity for excellent Customer Service;
      2. handle a range of different tasks simultaneously and prioritise a heavy workload;
      3. demonstrate common sense and good judgement;
      4. have a flexible attitude to work;
      5. work unsupervised;
      6. identify with the aims and objectives of The Dispute Service;
      7. demonstrate behaviour types in accordance with The Dispute Service’s behaviour and attitude requirements (The 8 C’s):
  • really care about our customers;
  • are curious about the work we do;
  • embrace change positively;
  • always co-operate with colleagues;
  • seek to cultivate success within you team;
  • ensure you challenge the status quo;
  • are committed to excellence in all that we do;
  • help create a great place to work.

Hours of the role

The Customer Contact Centre will be operational from 8am to 6pm Monday – Friday, and you will be expected to work 37.5 hours on a rota as required by the Director of Customer Services.

In return we will be able to provide a competitive salary, a generous holiday entitlement of 25 days and a great place to work from our new office in Hemel Hempstead.

How to apply

If you think you are suitable for the role, please enclose an up to date CV explaining your work history and send your application by email to:

Case Worker

Accountable to:

Dispute Resolution Manager (with additional line management from the Director/Deputy Director of Dispute Resolution during the probation period).

Accountable for:

The preparation of deposit disputes arising under the various tenancy deposit schemes operated by The Dispute Service and its subsidiaries, and their pre-adjudication review, to prescribed standards and within specified time limits.

Liaison with:

Senior Managers
Tenants, Landlords and Agents
Board members and employees of TDS
Other interested bodies
General public

Job summary:

Assisting with the work of The Dispute Service Ltd's dispute resolution activities, to secure the independence and effectiveness of the dispute resolution process.

This is a varied and exciting role and requires a positive, flexible and hardworking person able to handle a variety of tasks and make decisions about the future progress of disputes.

Caseworkers must be able to prioritise a busy workload accordingly and have a sound knowledge – and ability to apply in practice – the Scheme's Rules.

The role is office-based in Hemel Hempstead.

No job description can cover every issue that might arise and the post holder is expected to carry out other duties from time to time, broadly consistent with those listed below.

In this Job description, "TDS" means "The Dispute Service Ltd".



PRINCIPAL RESPONSIBILITIES

  1. Manage and process the Dispute Resolution Caseload
    1. Complete the pre-adjudication review of deposit disputes;
    2. Contact Tenants, Landlords and Agents for further information, as required;
    3. Liaise with the Outsourcing Manager about the collection of evidence;
    4. Manage queries from the Contact Centre using their messaging software;
    5. Forward completed cases to Dispute Resolution Managers;
    6. Arrange for evidence to be delivered to adjudicators as required;
    7. Ensure The Dispute Service meets its performance targets for dispute resolution;
    8. Review freelance adjudicator invoices.
  2. Pre-adjudication review of deposit disputes submitted to TDS
    1. Review all disputes submitted in order to ensure that, among other things:
      1. the dispute relates to a qualifying tenancy;
      2. the tenancy has ended;
      3. the parties consent to the scheme resolving the dispute in accordance with its Rules;
      4. that both parties to the dispute have seen the evidence and been given an opportunity to comment on it;
      5. it is clear what is in dispute and what the disputed amount is;
      6. there is no undisputed balance of the deposit yet to be returned to a tenant.
    2. In undertaking pre-adjudication reviews, Caseworkers may also:
      1. decide how a dispute should best be resolved;
      2. resolve certain types of cases as instructed by the Dispute Resolution Managers;
      3. undertake dispute resolution where the issues are clear and full adjudication is unnecessary;
      4. seek further evidence or information from the parties where necessary;
      5. identify cases where the parties have decided to go to Court rather than use the adjudication process;
      6. identify cases where a default award of the disputed deposit to the tenant may be necessary;
      7. identify where there are special circumstances that need to be addressed before a case can proceed (for bankruptcy or liquidation).
  3. Delivering a great service
    1. Work with other colleagues to adopt new approaches to casework in consultation with the Dispute Resolution Manager and Director/Deputy Director of Dispute Resolution;
    2. Identify members who appear to have inadequate understanding of TDS’ requirements, and inform the Customer Relations Director or other senior managers at TDS as necessary.
  4. Records/Data Management
    1. Maintain existing records within the dispute resolution process, as required;
    2. Contribute to the continuing development of Operating Procedures.
  5. Training Events
    1. Assist in the preparation of regular training events for TDS staff involved in dispute resolution activities;
    2. Attend as necessary conferences, seminars and training courses organised by external bodies to improve their knowledge and understanding.
  6. General
    1. Carry out the role in a manner which will deliver high levels of customer satisfaction for the TDS dispute resolution service;
    2. Contribute towards TDS retaining its Customer Service Excellence accreditation;
    3. Follow the Caseworker Operating Procedures;
    4. Undertake any other duties as may reasonably be required by a TDS Dispute Resolution Manager;
    5. Keep abreast of developments in the private rented sector.
  7. Equal Opportunities
    1. Implement TDS’ Equal Opportunities Policy in respect of TDS’ dispute resolution functions, ensuring that all policies and procedures are in accordance with good equal opportunities practice.
  8. Independence and impartiality
    1. Ensure that the independence and/or impartiality of TDS’ dispute resolution service is not undermined.

PERSON SPECIFICATION

Essential characteristics
  1. Job Knowledge
    1. Must be able to demonstrate practical knowledge and experience of:
    2. digesting large volumes of information in electronic format;
    3. analysing data, reaching conclusions, making recommendations; and
    4. presenting clearly and concisely both orally and in writing;
    5. Microsoft Word, Excel, & Outlook;
    6. dealing with professionals in different spheres of activity.
  2. Communication
    1. Must be able to present basic information clearly and concisely, both orally and in writing.
    2. Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, TDS members and other stakeholders.
  3. Equal Opportunities
    1. Must be able to demonstrate a commitment to equal opportunities in relation to the work of TDS Ltd.
  4. General
    1. Must be able to handle a range of different tasks simultaneously and prioritise a heavy workload;
    2. Must demonstrate common sense and good judgement;
    3. A flexible attitude to work is essential;
    4. Must be able to work unsupervised;
    5. Must be willing to study for the NFOPP Technical Award in Residential Lettings;
    6. Must be able to demonstrate an affinity for excellent Customer Service.
    7. Must be able to identify with the aims and objectives of TDS.

Desirable characteristics

  1. Preferably educated to Degree level.
  2. Demonstrate a practical knowledge and experience of:
    1. dispute resolution processes;
    2. administration systems;
    3. the work of residential lettings agents;
    4. interest in housing issues, particularly the private rented sector.

Required behaviour and attitude

Applicants must be able to:

  • demonstrate an affinity for excellent Customer Service;
  • handle a range of different tasks simultaneously and prioritise a heavy workload;
  • demonstrate common sense and good judgement;
  • have a flexible attitude to work;
  • work unsupervised;
  • identify with the aims and objectives of TDS;
  • demonstrate behaviour types in accordance with The Dispute Service’s behaviour and
  • attitude requirements (The 8 C’s):
    • really care about our customers;
    • are curious about the work we do;
    • embrace change positively;
    • always co-operate with colleagues;
    • seek to cultivate success within you team;
    • ensure you challenge the status quo;
    • are committed to excellence in all that we do;
    • help create a great place to work.

How to apply

If you think you are suitable for the role, please enclose an up to date CV explaining your work history and send your application by email to:

RSS Feed Latest TDS News

TDS Charitable Foundation looking to back research centre

The Trustees of the TDS Charitable Foundation have announced that the Foundation is seeking expressions of interest from organisations looking to establish a dedicated research centre for the private rented sector in England and Wales.

26th January 2016

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