Resolution Officer

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 and impartial dispute resolution service since 1990.

As a Resolution Officer, you will use your excellent analytical ability and emotional intelligence to get to the heart of unresolved disputes between agents and their customers.

Your role is to achieve appropriate outcomes to disputes, using a telephone-first approach.

Excellent communication skills, both written and oral, and sound judgment will enable you to draw and share reasonable conclusions to achieve the early resolution of complaints.

With a passion for excellent customer service and standards, you will ensure that the service you provide has the consumer and agents at the heart of our work. The ability to build effective relationships and rapport with consumers and agents to support the resolution of complaints is a crucial element of the role.

Resilience is a key attribute when dealing with complaints, you will need to show determination whilst remaining impartial, often in the face of direct and personal challenge. You will have the ability to demonstrate empathy, whilst maintaining transparent, direct, and diplomatic communications. You will be capable of delivering quality, consistently, sometimes under pressure, and potentially managing a high workload to achieve targets.