Dispute Case Handler

Location: Hybrid working
Office attendance: 1 day per week (Tuesday or Wednesday)
Hours: Monday to Friday - 9am-5pm

We are seeking an experienced Case Handler / Customer Complaints Officer to join a small, dedicated team delivering a professional dispute resolution service. This role is offered on a hybrid basis, with one day per week required in the office, either on a Tuesday or a Wednesday.

This position is ideal for someone who thrives in a busy environment, enjoys problem-solving, and can communicate calmly and effectively with a wide range of people.

The Role 

You will act as a first point of contact for members and their clients, managing enquiries by phone and email and guiding parties through a defined dispute resolution process. You will handle your own caseload, carry out mediation calls, and work collaboratively with colleagues and external stakeholders to help achieve fair and satisfactory outcomes.

Key responsibilities include:

• Managing incoming calls and emails and advising on dispute resolution procedures

• Conducting mediation calls to support resolution between parties

• Providing consistently high levels of customer service, keeping all parties informed throughout the case

• Managing and prioritising your own caseload, escalating issues when appropriate

• Producing clear case summaries and reports as required

• Maintaining accurate records and updating the organisation’s CRM system

• Identifying complaint trends and logging feedback to support service improvement

• Working to departmental KPIs and targets

• Ensuring compliance with data protection legislation (including GDPR)

• Undertaking required training and supporting the wider team as needed

Requirements of a Case Handler / Dispute Resolutions Advisor 

You are confident, organised, and resilient, with a calm and professional approach—even when dealing with distressed or dissatisfied customers. You have strong attention to detail, excellent communication skills, and the ability to manage competing priorities under pressure.

Essential skills and experience of a Case Handler / Dispute Resolutions Advisor:

• At least 2 years’ experience in complaints handling, mediation, or dispute resolution

• At least 2 years’ customer service experience

• Excellent written and verbal communication skills

• Strong telephone manner and active listening skills

• Negotiation and problem-solving skills

• Ability to self-manage a complex workload and meet deadlines

• High level of accuracy and professionalism

• Experience using Microsoft Office and CRM systems

• Respect for confidentiality and understanding of GDPR

Qualifications:

• Educated to GCSE/A-Level or equivalent

• BTEC/NVQ (or equivalent) in Customer Service or Complaints Handling (desirable)

Desirable:

• Knowledge of the building or construction industry

• Experience working within a membership organisation

• Knowledge of consumer law or alternative dispute resolution methods

Benefits

• 25 days annual leave

• Good pension scheme

• Westfield Health benefits

• Flexible hybrid working

If you’re looking for a role where you can make a genuine difference while enjoying flexibility and a strong benefits package, we’d love to hear from you.

Disclaimer

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