Careers at The Dispute Service Ltd.

 

  • Business Support Analyst
  • Adjudicator

Business Support Analyst

Accountable to:

Project Manager (Genesis).

Liaison with:

TDS Customers
TDS Colleagues
General Public

Job summary:

The Dispute Services Limited (TDS) is looking to recruit a bright and enthusiastic customer support analyst to join our team. This is a rare opportunity to join a UK wide, Hemel Hempstead based, commercially focused not for profit organisation.

As the 2nd point of contact within the Project Team for internal users, you will be responsible for ensuring our team and their customers receive high quality customer support and maximise the value they derive from our “cloud" solutions. Day to day activities will include answering customers support enquiries, managing support cases and working with the Operations and internal IT teams as well as with the solutions providers (workbooks.com, NetXtra, and Eiger) to improve the quality of our customer service and our product.

Longer term this role could potentially lead to:

  • a business role – working with our customers to enhance the e-commerce processes and service services we offer
  • a technical role – working with the IT team to develop reporting and automate customer business process and migrate data from source systems

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

  • To answer emails and telephone calls in a professional, friendly and helpful manner;
  • Log customer enquires in the TDS Service Desk;
  • To manage your customer expectations to ensure all cases are dealt with promptly, ensuring customer’s expectations are met and where possible exceeded.
  • To understand our customer issues, both internal and external, and troubleshoot their problems.
  • To manage the escalation process and work with other parts of the organisation to ensure customer issues are resolved.
  • To build good working relationships with your customers and other members of the Workbooks team.
  • To be professional and conduct yourself with integrity at all times.
  • To prepare, or assist in the preparation, of change request documents in line with TDS’ ISO27000 procedures.

PERSON SPECIFICATION

1. Candidates should be able to demonstrate directly relevant experience such as below:

  • 1st or Upper 2nd class honours degree in Mathematics or Science, Computer Science or Business Management
  • Strong A level/GCSE or equivalent results e.g. 2AB at A level, 9 A*,A,B at GCSE level
  • Technically competent
  • A good telephone manner with the ability to produce well-written English.
  • A willingness to learn new skills and ‘go the extra mile’
  • Good interpersonal skills and a team player
  • Ability to work with stakeholders from different departments
  • Attention to detail and a high standard of work
  • The ability to understand customer questions, prioritise issues, troubleshoot their problems and provide clear advice verbally and in writing
  • Problem solving, task prioritisation, communication, administration and organisation skills are a key requirement

The following experience is desirable:

  • Understanding and experience of system development life cycles (Waterfall, Agile etc.)
  • Understanding of, and preferably experience of an ecommerce environment which is process driven but has a large back-office environment
  • Experience of a customer services or business support environment
  • Experience with case management/helpdesk software
  • Some experience of SQL and/or PHP would be an advantage

2. Equal Opportunities

  • Must be able to demonstrate a commitment to equal opportunities in relation to the work of The Dispute Service Ltd.

3. 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 The Dispute Service;
  • 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:

Adjudicator

Accountable to:

Head of Dispute Resolution.

Accountable for:

Delivery of adjudications in disputes arising under under the various tenancy deposit schemes operated by The Dispute Service and its subsidiaries, to prescribed standards and within specified time limits.

Adjudication on other complaints/disputes as agreed.

Liaison with:

Senior Managers of TDS
Complainants
Deposit takers
Other interested bodies

Job summary:

Consideration and adjudication of deposit disputes and other disputes and complaints, whilst securing the independence and effectiveness of the adjudication 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. Adjudicators must be able to prioritise a busy workload and have a sound knowledge – and ability to apply in practice – the Scheme’s Rules.

This is am employed role. The adjudicator will report to TDS’ Head of Dispute Resolution.

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. Adjudications
    1. To adjudicate disputes in accordance with:
      1. instructions received from, and targets set by, TDS’ Head/Deputy Head of Dispute Resolution, Independent case Reviewers, and Casework Managers; and
      2. the requirements of the approved Adjudicators Code of Conduct.
    2. In the course of adjudicating disputes:
      1. consider the casework documentation provided;
      2. discuss any unusual issues arising with the TDS Head/Deputy Head of Dispute Resolution, or other members of the TDS dispute resolution team as appropriate;
      3. seek additional information from the parties to the dispute where necessary; and
      4. submit an adjudication in the required format and in the time limits specified.
    3. Contribute to ensuring TDS meets its Service Level Agreement obligations in relation to adjudication.
    4. Contribute to the improvement of adjudication methodology in general.
    5. Undertake the resolution of certain types of cases as instructed by the Head/Deputy Head of Dispute Resolution.
    6. Undertake dispute resolution where the issues are clear and full adjudication is unnecessary.
  2. Delivering a great service
    1. Work with other colleagues to adopt new approaches to casework in consultation with the Head/Deputy Head of Dispute Resolution.
    2. Produce adjudication decisions which will deliver high levels of customer satisfaction for the adjudication service.
    3. Respond to complaints about the quality of adjudication decisions.
    4. When reviewing complaints about adjudication activities, draw on any lessons that could be learnt in conjunction with TDS’ Complaints Investigator and TDS’ Head/Deputy Head of Dispute Resolution.
  3. Records/Data Management
    1. Maintain existing records within the dispute resolution process, as required.
    2. Contribute to the continuing development of Operating Procedures.
  4. Training Events
    1. Attend training events as required.
    2. Keep abreast of changes in practice.
  5. External relations
    1. As instructed by TDS’ Head/Deputy Head of Dispute Resolution:
      1. identify Scheme users who appear to have inadequate understanding of the adjudication requirements, and inform the TDS’ Head/Deputy Head of Dispute Resolution as necessary;
      2. contribute to the development of initiatives aimed at improving customer satisfaction and improving customer knowledge and understanding of the operation of the various tenancy deposit schemes operated by The Dispute Service and its subsidiaries.
  6. General
    1. Undertake any other duties as may reasonably be required by TDS’ Head/Deputy Head of Dispute Resolution.
    2. Keep abreast of developments in the private rented sector.
    3. Carry out the role in a manner which will deliver high levels of customer satisfaction for the adjudication service.
    4. Contribute towards TDS Customer Service Excellence accreditation.
  7. Equal Opportunities
    1. Implement TDS’ Equal Opportunities Policy in respect of adjudication 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 the adjudication service is not undermined.
  9. Required behaviour and attitude
    1. 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 The Dispute Service;
      • 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.

PERSON SPECIFICATION

Essential characteristics
  1. Job Knowledge
    1. Must be able to demonstrate practical knowledge and experience of:
    2. resolving disputes;
    3. undertaking casework;
    4. digesting large volumes of information in electronic format;
    5. analysing data, reaching conclusions, making recommendations; and presenting clearly and concisely both orally and in writing;
    6. Microsoft Word, Excel, & Outlook;
    7. 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 be able to communicate effectively in order to gain information from, and inform, the parties to a dispute.
    3. 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.
  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 remotely, unsupervised, and to time.
    5. Must be able to demonstrate an affinity for excellent Customer Service.
    6. 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. administration systems;
    2. the work of residential lettings agents;
    3. interest in housing issues, particularly the private rented sector.

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:

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