Job Description

About us

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.

What we are looking for

Experience of complaint handling
The ability to work under pressure and meet monthly resolution targets, while maintaining a consistently high quality of work
Educated to A level standard or have equivalent business experience
Experience of providing information and/or advice to a diverse range of members of the public over the telephone, and in writing, including recording information using ICT
Sound reasoning and judgment
Empathy and emotional intelligence
Exceptional communication, mediation, and negotiation skills
Excellent persuasive skills
The ability to use your initiative to make customer-driven decisions.
Customer-focused approach
A proven ability to work collaboratively and achieve results whilst working remotely.

How to Apply

How to apply Applications for this post will be accepted until 5pm Friday 1^st May 2026, however we may close the vacancy before this date if we have received the right level of applicants. No candidate will meet every single desired requirement so if you feel you have the experience and skills for the HR Administrator position, please apply now by email to recruitment@tpos.co.uk. All applicants must prove they live and have the right to work in the UK. TPO does not hold a UK Visa and Immigration (UKVI) Skilled Worker License and are therefore we are unable to sponsor any individuals for Skilled Worker Sponsorship. 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. As a result, we are keen to meet people with different and varied experiences and encourage all applicants who feel they have the knowledge and skills to meet our criteria to apply for this role. These include people who are:

Asian, Black, Mixed Ethnicity or another ethnic background
disabled
LBGTQ+.

Benefits:

26 days (rising to 31 days) annual leave plus UK bank holidays
remote working – 100% home based
flexible working
access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
online wellbeing support (nutrition, exercise and discounts)
paid for professional memberships
eye test reimbursement and £50 contribution towards eyewear to all
flu jab
Mental Health First Aiders
company pension (4% or 5% matched)
Death in Service (4x salary)

Inclusion & Wellbeing Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service. Actions we take to embed this include:

monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
providing wellbeing support and opportunities for personal and professional development for all colleagues
creating spaces for connection and engagement through our employee network groups and social clubs

Job Categories: Other. Job Types: Temporary. Job Tags: £27078. Salaries: 20,000 - 40,000. Expires in 59 days

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