Careers at The Dispute Service Ltd.

 

  • Customer Service Advisor
  • In-house Creative /
    Graphic Designer

Customer Service Advisor

Accountable to:

Head of Customer Operations

Liaison with:

  • TDS customers
  • TDS staff
  • General public

Job summary:

We are The Dispute Service and we safeguard tenants' deposits throughout the United Kingdom, and offer a free dispute resolution mechanism in the event of dispute over its return. We are looking for a positive, flexible and hardworking person with exceptional customer skills to join our expanding team.

Providing a first rate customer experience when customers contact us is all part of our mission to be the best tenancy deposit scheme in the business, and your exceptional customer service skills will help us achieve this goal.

We are creating a multi-channel customer enquiry centre from our fantastic new offices in Hemel Hempstead. As part of the Customer Relations team, you will be the first point of contact for answering customer enquiries about the service we provider. Initially this will be via phone but other contact channels will be added in due course.

You’ll need to be outstanding on the phone and be able to quickly get to grips with the complexities of our business. You’ll be speaking to customers and recording the nature of their enquiry so we have useful insight in to why our customers are contacting us. If you have a background of working in housing, even better but as a minimum you must have a solid customer service and administration background and not be afraid of hardwork!

Candidates are expected to have excellent communication skills, both written and verbal, along with a demonstrable ability to be a competent computer user, including Word, Excel and Outlook.

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.



PRINCIPAL RESPONSIBILITIES

  1. Delivering a first class service to agents, landlords and tenants
    1. Monitor, respond and provide a first class service to all customer enquiries;
    2. Answer telephone calls within agreed timescales;
    3. Maintain other contact channels as instructed by the Head of Customer Operations;
    4. Keep records and notes to support the work of the TDS teams updated;
    5. Communicate with all departments to ensure a joined up customer service;
    6. Carry out other related tasks required across the department, as instructed, including providing feedback, comments and participating in relevant meetings as and when required.

PERSON SPECIFICATION

Essential characteristics
  1. Job Knowledge
    1. Must be able to demonstrate practical knowledge and experience of:
      1. Providing excellent customer service;
      2. Being a confident communicator;
      3. Dealing with professionals in different spheres of activity.
      4. Administration skills..
  2. Communication
    1. Must be able to present basic information clearly and concisely, both verbally and in writing.
    2. Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, customers and other stakeholders.
  3. Equal Opportunities
    1. Must be able to demonstrate a commitment to equal opportunities in relation to the work of The Dispute Service Ltd.
  4. General
    1. Must be able to identify with the aims and objectives of The Dispute Service Ltd.
    2. A flexible attitude to work is essential.
    3. Must demonstrate common sense and good judgement.
    4. Experience of Microsoft Word, Excel and Outlook.
    5. Must be able to handle different tasks simultaneously and prioritise a heavy workload.
  5. Required behaviour and attitude
    1. Applicants must be able to:
      1. demonstrate an affinity for excellent Customer Service;
      2. handle a range of different tasks simultaneously and prioritise a heavy workload;
      3. demonstrate common sense and good judgement;
      4. have a flexible attitude to work;
      5. work unsupervised;
      6. identify with the aims and objectives of The Dispute Service;
      7. 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.

Hours of the role

The Customer Contact Centre will be operational from 8am to 6pm Monday – Friday, and you will be expected to work 37.5 hours on a rota.

In return we will be able to provide a competitive salary, a generous holiday entitlement of 25 days and a great place to work from our office in Hemel Hempstead.

How to apply

If you think you are suitable for the role, please send your CV and cover letter explaining your suitability for the role to

In-house Creative / Graphic Designer

Accountable to:

Director of Policy, Performance and Projects.

Liaison with:

TDS Customers
TDS Colleagues
TDS Suppliers

Job summary:

We are The Dispute Service and we safeguard tenants’ deposits throughout the United Kingdom, and offer a free dispute resolution mechanism in the event of dispute over its return. We are looking for a positive, flexible and hardworking person with exceptional design skills and creative flair to join our expanding team.

We have an exciting new opportunity for a confident, creative Graphic Designer to work within our marketing team.

Your role is to design across a variety of media. It is vital that you keep up-to-date with current trends and design innovations in order that you bring fresh, forward-looking ideas to our brand and corporate identity through:

  • Visuals for website and other online content
  • Instructional videos/GIF content
  • Advertising
  • Exhibitions and displays
  • Corporate communications such as newsletters, both printed and online
  • Internal communications

Given that you will a key part of our creative team, you must be comfortable taking the initiative with design and innovation, being pro-active in your approach to the development of our brand.

As a small company, you may be asked to carry out ad hoc marketing activities to support the rest of the team. You may be invited to attend industry events to take photographs for use in your creative work.

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

Own The Dispute Service's visual voice across all marketing channels

  1. Take graphic design products from creation to print across a variety of media
  2. Maintain the creative strategy and the effective development of visual brand identity
  3. Continuously deliver outstanding graphic design outcomes with novel ideas for imagery, layout and artwork
  4. Innovate and come up with ideas on how to optimise the marketing impact of the company
  5. Keep up-to-date with trends and innovations in technology
  6. Carry out other related tasks required across the department, as instructed, including providing feedback, comments and participating in relevant meetings as and when required

PERSON SPECIFICATION

1. Qualifications and experience

Essential:

  • At least 3 years' experience in a professional creative role
  • Experience of direct marketing principles and design application
  • Educated to degree level in a relevant subject
  • Excellent knowledge of Adobe Creative Suite
  • A portfolio demonstrating the above

Desirable:

  • Knowledge of digital marketing, including SEO
  • Basic knowledge of digital photography

2. Job Knowledge

Must be able to:

  • Demonstrate practical knowledge and experience of design work across a variety of media;
  • Have individual flair and deliver great ideas;
  • Develop design briefs;
  • Think creatively to produce new ideas and concepts and develop interactive design;
  • Use innovation to redefine a design brief within the constraints of cost and time;
  • Present finalised ideas and concepts to colleagues;
  • Work with a range of media and keep up-to-date with emerging technologies;
  • Proof read to produce accurate and high-quality work;
  • Demonstrate illustrative skills with rough sketches and work on layouts ready for print;
  • Keep a constant eye on the market to see competitor activity.

3. Communication

Must be able to:

  • Work well with all colleagues to discuss the business objectives and requirements of the project;
  • Estimate the time required to complete the work;
  • Work as part of a team with printers, web developers and colleagues;
  • Have good interpersonal skills, communicating effectively in order to advise and inform colleagues, customers and other stakeholders.

4. Equal Opportunities

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

5. 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 TDS;
  • 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.

Hours of the role

37.5 hours per week.

In return we will be able to provide a competitive salary, a generous holiday entitlement of 25 days and a great place to work from our office in Hemel Hempstead.

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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Deposit disputes at highest ever level

Our latest statistical briefing shows that at end of March 2016 there have been almost 173,000 tenancy deposit disputes adjudicated in the 9 years since the legislation was first introduced (in England and Wales).

27th September 2016

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