Dispute Case Handler

We are a well-established, UK-wide, non-profit trade association representing small and medium-sized businesses within the UK. Our client has offices across England, Northern Ireland, Scotland and Wales, they support thousands of member firms through professional advice, dispute resolution services, and consumer-facing initiatives that promote high standards and trust within the industry.

We are recruiting for a Dispute Case Handler. This role sits within the Dispute Resolution Department, which provides a valuable service to members and their clients by helping to resolve disputes efficiently and fairly. The role plays a key part in protecting the reputation of the organisation by delivering a professional, impartial and customer-focused service.

You will work directly with members and consumers, managing dispute cases from initial contact through to resolution, in line with organisational values of integrity, professionalism, collaboration and commercial awareness.

Key Responsibilities

• Act as the first point of contact for members and their clients via phone and email, advising on dispute resolution procedures
• Conduct mediation calls to support parties in reaching mutually satisfactory outcomes
• Deliver excellent customer service, maintaining regular communication and providing case updates via phone, email and written correspondence
• Manage your own caseload, escalating cases where appropriate and supporting team case reviews
• Liaise with colleagues and external organisations (e.g. regulatory or standards bodies) as required
• Produce clear and accurate case summaries for internal committees and reporting purposes
• Identify trends in complaints and customer feedback to support service improvements
• Maintain accurate case records and CRM data
• Comply fully with data protection legislation, including GDPR

Person Specification

Essential:

• Experience in case handling, complaints management or dispute resolution
• Confident communicator with strong listening and negotiation skills
• Calm, professional and resilient when dealing with distressed or dissatisfied customers
• Excellent attention to detail and high standard of written English
• Strong organisational skills with the ability to manage a complex workload under pressure
• Proficient in Microsoft Office and CRM systems (e.g. Dynamics)
• Ability to work effectively both independently and as part of a small team
• Respect for confidentiality and sound understanding of GDPR

Experience

• Complaints handling or mediation: minimum 2 years
• Customer service: minimum 2 years
• Experience using Microsoft Office, Teams and CRM systems

If you have the required skills to deliver within this role, please send us your CV today to be reviewed. We are unable to respond to all applications, if you do not hear from us within 7 days of your application, unfortunately you have not been successful on this occasion.