Customer Service
Amersham
Senior Disputes Resolution Service Officer
- Location: Amersham, Bucks,
- Job Type: Full-time, 37 hours per week
- Salary: Up to £35,000 per annum
Join our team as a Senior ADR Service Officer, where you will play a crucial role in administering and overseeing the Alternative Dispute Resolution (ADR) service. This position is ideal for someone with a background in team leadership and a desire to further develop their skills in a supportive and dynamic environment.
Day-to-day of the role:
- Case Management and Complaint Resolution:
- Manage and allocate cases within the ADR service, ensuring timely and efficient resolution within the 30 working days SLA.
- Investigate complaints, gather documentation, and track case progress, ensuring compliance with agreed service levels.
- Analyse evidence, resolve disputes, and draft clear written explanations for decisions.
- Identify and address non-compliance with the published Code of Conduct.
- Team Supervision and Managerial Support:
- Supervise the ADR team in the absence of the ADR Service Manager, ensuring seamless operations.
- Provide guidance on complex cases, support new team members, and assist in training to maintain high performance standards.
- Support the ADR Service Manager with data and insights for strategic decisions.
- Data Interpretation and Presentation:
- Create and present detailed reports and PowerPoint presentations summarising case outcomes and service performance.
- Interpret data from the ADR database to provide actionable insights to senior management.
Required Skills & Qualifications:
- Proficiency in Microsoft Office, particularly PowerPoint, Microsoft Dynamics, Outlook, and Excel.
- Experience in building and presenting detailed reports and data interpretation.
- Strong administrative, organisational, and communication skills.
- Ability to multitask and prioritise in a fast-paced environment.
- Experience in customer service and complaints handling, preferably in the vehicle rental, leasing, or automotive sector.
Benefits:
- Competitive salary of up to £35,000 per annum, based on experience.
- 23 days holiday per annum, plus bank holidays.
- Participation in a discretionary staff performance bonus scheme.
- Non-contributory pension scheme with an employer contribution of 8.5%.
- Life assurance coverage.
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