Careers at The Dispute Service Ltd.

 

  • Customer Service Advisor
  • Operations Manager ("OM")

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 provide. 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.

What’s on offer

  • Salary of £18,000 per annum
  • 25 days annual leave
  • Attractive benefits including private health care, death in service, dental scheme, childcare vouchers, rental deposit scheme loan and bike to work scheme;
  • Fantastic working environment
  • Matched company pension scheme (up to 5%);
  • Free tea and coffee, with Christmas & summer company events

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

Operations Manager ("OM")

Accountable to:

TDS Group MD (Scotland) for all operational matters.

Accountable for:

Glasgow based staff.

Liaison with:

Board of SafeDeposits Scotland
SafeDeposits-TDS Management team
TDS Senior Managers
Board Members
Scottish Government
Complainants
Deposit takers
External contractors and consultants
Other interested bodies
General public

Job summary:

The OM will be responsible for the effective delivery of operational services of the company delivered from the Glasgow head office.

A number of core services are provided by TDS as the parent company. The OM will contribute to the effective delivery of these services through the SafeDeposits-TDS management team.

No job description can cover every issue that might arise and the OM is expected to carry out other duties from time to time, broadly consistent with those listed below.



PRINCIPAL RESPONSIBILITIES

1. Growth Strategy

  1. Ensure that an effective retention and growth strategy is in place so that SafeDeposits remains the market leader deposit protection scheme in Scotland.

2. Day to Day Operations

  1. The management of the day to day operations of the Glasgow based staff.
  2. Contributing to the effective delivery of services provided by TDS.
  3. The recruitment and management of SafeDeposits employees in Glasgow , including ensuring that objectives are set and regular appraisals conducted for all staff with direct responsibility for ensuring that the performance review and regular appraisals of any direct reports are carried out.
  4. The compliance with all Health & Safety Legislation.

3. Financial

  1. Contributing to the management of SafeDeposits Scotland’s corporate finances including the Annual Budget and rolling 3 year Business Plan.
  2. Contributing to the monitoring of financial performance against the approved Annual Budget and Business Plan.

4. External

  1. Acting as a contact with the Scottish Government.
  2. The maintenance of high profile contact with Landlords, Agents, and member organisations.
  3. Maintaining a high public profile for SafeDeposits.

5. Board and Governance

  1. Ensure the reporting to the Board on the performance of those functions and activities for which the OM is directly responsible.
  2. Ensure that the Board is informed of changes in law and best practice which affect the running of SafeDeposits Scotland.

6. General

  1. Ensure the reporting to the Board on the performance of those functions and activities for which the OM is directly responsible.
  2. Ensure that the Board is informed of changes in law and best practice which affect the running of SafeDeposits Scotland.

6. Equal Opportunities

  1. Implement SafeDeposits Scotland’s Equal Opportunities Policy ensuring that all policies and procedures are in accordance with good equal opportunities practice.

PERSON SPECIFICATION

Essential characteristics:

1. Job Knowledge

  • Must be able to demonstrate practical knowledge and experience of:
    1. General management of a company
    2. Financial management of a company
    3. Management of staff

2. Communication

  • Must be a confident public speaker, with excellent presentational skills.
  • Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, SafeDeposits Scotland users , Board members and other stakeholders.
  • Must possess good PR and marketing skills

3. Equal Opportunities

  • Must be able to demonstrate a commitment to equal opportunities in relation to the work of SafeDeposits Scotland.

4. General

  • Must be able to identify with the aims and objectives of SafeDeposits Scotland Ltd
  • Must be able to handle a range of different tasks simultaneously and prioritise a heavy workload.
  • Must demonstrate good judgement.
  • Must be able to work unsupervised.
  • Must have a flexible attitude to work.

Desirable characteristics

  • An excellent understanding of the Private Rental Sector.
  • An excellent understanding of the Rules of SafeDeposits.
  • Experience of handling customer/membership relationships.
  • Experience of Microsoft Word, Excel, Access & Outlook.

How to apply

SafeDeposits Scotland, (SDS), is the leading tenancy deposit protection service in Scotland, and the only one which is Scottish based and operates as a not-for-profit company. All surpluses generated are gift aided to its related charity, the SafeDeposits Scotland Trust – a grant giving charity designed to promote good practice in Scotland’s private rented sector.

SDS requires to appoint a new Operations Manager

The role will be responsible for the growth strategy of the company and the effective delivery of operational services delivered from the Glasgow head office accountable to the Group Managing Director Scotland. It is a demanding but rewarding role, requiring you to maintain high professional standards and to maintain a high profile within the private rented sector in Scotland.

The successful candidate will work from the SDS office in Glasgow.

Salary £40,000 per annum.

Applicant can find full details of the role at http://www.safedepositsscotland.com

To apply , please email a covering letter and your CV setting out suitability for the role to: Nick Hankey email address nichola.martin@safedepositsscotland.com

Closing date for application: 12 noon on 9th January 2017. Interviews will be in Glasgow during January 2017. There will be a two part interview process.

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