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« Back to results Posted: 2 weeks ago

Resolution Advisor

  • Salisbury
  • £22,440 per annum - Permanent

Resolution Advisor

Reports to: Adjudicator Manager/

Senior Resolution Adviser (for operational matters)

Job Purpose: To assess all complaints that have completed the Firm’s Internal Complaints Procedure, identify and negotiate a resolution where suitable producing a written resolution to those complaints.

For complaints not suitable for resolution; to facilitate the smooth transition of the complaint from receipt of the final viewpoint letter through to allocation to a team Adjudicator.

Duties and Responsibilities:

  • For directly received complaints:
  • determine if the complaint falls within the Terms of Reference and to respond/progress accordingly.
  • progress a complaint that falls within the Terms of Reference to a stage where it can be either resolved by the Assessment and Resolution stage or passed to a team Adjudicator for a Case Review.

For those cases that are considered possible to resolve:

  • Produce a reasoned argument and correspond by letter or telephone with both parties, as appropriate.
  • Accurately file all documentation.
  • Inform the Membership Department of any appropriate changes to ensure accurate records are maintained.
  • Produce letters and documentation according to Office procedures.
  • Refer to other members of staff for advice when appropriate.
  • Act and comply in accordance with all Company policies and procedures.
  • Any other duties as may be reasonably allocated from time to time as assigned by the Ombudsman.

Skills and Experience:

  • Excellent letter writing skills
  • Clear verbal communication skills
  • Ability to maintain rapport with challenging consumers and agents.
  • Ability to supply clear explanations of rationale
  • Ability to assimilate and analyse large volumes of written material
  • Ability to consistently pay attention to detail
  • Ability to use initiative to identify required information to resolve the complaint
  • Strong planning and organising skills; including problem solving
  • Ability to work under pressure to meet team targets.
  • Computer literate


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