Full-Time Evaluation Advisor
Job Description
We have a fantastic opportunity to work within the Evaluation Team at The Property Ombudsman (TPO) as an Evaluation Advisor to cover a period of maternity leave.
Do you have excellent administration skills with a passion for providing a service which put the consumer at the heart of the process? Then we want to hear from you.
About us
The Property Ombudsman provides a free, impartial and independent ombudsman service, helping to resolve disputes between consumers and property professionals. We are the largest Ombudsman scheme in the sector and as a not-for-profit organisation we have been providing our service since 1990.
Key Responsibilities
You will be at the frontline of delivering a high-quality customer service to consumers and agents, giving information and advice by telephone, email or letter. Using your excellent communication and listening skills you will have a natural ability to explain complex information clearly and signpost to other organisations where appropriate.
Day to day you will guide consumers and agents through the agent’s internal complaints process. You will assess cases to determine the next steps, providing tailored advice to both parties to encourage local resolution or progressing the case to the next stage in the process. With a keen eye for detail, you will record required information accurately on our case management system.
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 is critical in providing an effective service.
Resilience is a key attribute when dealing with complaints, you will need to show determination and empathy, 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 and under pressure within quality and output performance targets. Good computer skills and attention to detail are essential in our fast-paced environment. We are looking for a committed team player, who can work well under pressure, supported by a friendly team.
What we are looking for
GSCE level education or equivalent working experience
Excellent communication skills
Experience of complaints handling/customer service
Excellent IT skills
Ability to maintain rapport with challenging consumers and agents
Empathy and emotional intelligence
Customer focused approach
Ability to consistently pay attention to detail and maintain consistency in quality of work
Positive can-do attitude
Ability to work under pressure and manage high workloads
Experience of live logging of calls (desirable)
Property knowledge (desirable)
Resilience
How to Apply
How to apply Applications for this post will be accepted until Monday 24th January 2022, however we may close the vacancy before this date if we have received the right level of applicants. Applications should be sent via email to recruitment@tpos.co.uk, or by post at The Property Ombudsman, Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP. TPO Values Statement TPO values the benefits of diversity and inclusion to society and our service. We are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. As a result, we are keen to meet people with different and varied experiences and encourage all applicants who feel they have the experience and skills to meet our criteria to apply for this role.150 total views, 0 today