Careers at The Dispute Service Ltd.

 

  • Business Development Executive
  • Customer Service Advisor
  • Business & IT Support Analyst

Business Development Executive

Job title:

Business Development Executive

Accountable to:

Director of Business Development

Liaison with:

  • Prospective members of TDS schemes
  • Targeted members of our competitors
  • Members of PropertyMark, RICS, NALS, UKALA, RLA, NLA, Law Society & their staff members.
  • TDS staff
  • Other interested bodies
  • General public

Job summary:

This is a key role which offers an extremely varied workload. We are looking for a positive, flexible and hardworking person who puts the customer first and is passionate about growing the TDS membership.

Your role is to grow the membership of TDS Insured, the TDS for Landlords scheme, TDS Custodial as well as liaising with colleagues in TDS Northern Ireland and SafeDeposits Scotland on business development matters.

The role will encompass identifying potential new members, our competitors and start-ups, dealing with membership applications, overseeing the entry of new members to TDS, transferring responsibility for the new member to the Membership team in the Customer Service Department and ensuring that this process is as seamless as possible.

You will often be the first point of contact for potential new members and you will need to work closely with our customer contact team, marketing team and partners such as ARLA, RICS, NAEA, the RLA and Unipol.

The role will include attendance at industry events as well as visiting potential clients, so travel (including overnight) within England and Wales will be required.

This is an opportunity to be part of a new team specifically focused on business development and where the marketing and communication resources will be re-prioritised to support your role.

We are seeking to appoint to two posts; one will have a specific responsibility for business development activities in Wales and the West of England and we are prepared to consider appointing on a home based basis to cover the geographical area, supported by a new serviced office in Cardiff.

The second post will be based at our office in Hemel Hempstead.



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. Business development
    1. To implement the agreed strategy to secure new members into each of the product streams across TDS.
    2. To be proactive in identifying new leads, taking the initiative in making contact and following through to completion.
    3. To build solid working relationships with new clients, built on trust, personability, and a sound understanding of tenancy deposit protection and the wider private rented sector.
    4. To promote the TDS membership offering to agents and landlords and to promptly follow up initial responses of interest, quickly converting these into new membership applications.
    5. Facilitating the smooth entry of the new member into TDS, including co-ordinating any necessary data transfer requests and liaising with the membership team on the processing of the application.
    6. Handing over the new member to the Membership team and ensuring that the new Member is properly inducted into TDS.
    7. Participate where required in meetings where you can contribute ideas as to how TDS can maintain and improve how the TDS Scheme is delivered to our current members and make improvements so that the TDS scheme is more attractive and accessible to other types of members that we have not previously considered.
    8. Attend ARLA Prpertymark and other organisations and industry bodies' events to promote the TDS offering to both new and existing members.
  2. To be accountable to customers and be customer focused in all elements of your work
    1. Ensure in all dealings with TDS members and prospective members that you deliver a quality customer service, follow up queries and complaints promptly and maintain the CRM database as necessary.
    2. Contribute to and develop promotional materials in all media channels for new and prospective customers, including standardising and keeping up to date presentations for speakers to use at events.
  3. Membership subscriptions
    1. Be fully conversant with the current TDS Insured subscription model and understand all of the requirements for the different membership groups we offer.
    2. Be able to deal with, and resolve to the customers' satisfaction, questions over the calculation of a new TDS Insured member's invoice.
  4. General
    1. Keep abreast of changes in matters of practice amongst letting agents, landlords and all matters relating to property relevant to what we do.
    2. Develop research projects as instructed.
    3. Attend and, as necessary, make contributions to, conferences, seminars and training courses organised by external bodies to improve their knowledge and understanding of the work of TDS.
  5. Equal Opportunities
    1. Implement the TDS 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. Business development and sales.
    2. Providing excellent customer service.
    3. The private rented sector.
    4. The work of residential lettings agents.
    5. Dealing with professionals in different spheres of activity.
    6. Analysing data, reaching conclusions, making recommendations; and presenting clearly and concisely both orally and in writing.
  2. Communication
    1. Must be able to present information clearly and concisely, both orally and in writing.
    2. Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, TDS potential members and other stakeholders.
  3. Equal Opportunities
    1. Must be able to demonstrate a commitment to equal opportunities in relation to the work of TDS Ltd.
  4. General
    1. Must be able to identify with the aims and objectives of TDS.
    2. Must be able to handle a range of different tasks simultaneously and prioritise a heavy workload.
    3. Must demonstrate common sense and good judgement.
    4. Must be able to work unsupervised.
    5. A flexible attitude to work is essential.
    6. Must be able to travel widely across England and Wales as required, including overnight.
    7. Full clean driving licence and own car essential.
  5. Desirable characteristics
    1. Background in the private rented sector.
    2. Experience of the dispute resolution process.
    3. An excellent understanding of the different TDS products.
    4. Interest in housing issues.
    5. Experience of CRM databses.

Required behaviour and attitude

Applicants must be able to 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.
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:

  • Josanne Leon, Head of Human Resources
  • Email: josanne.leon@tenancydepositscheme.com

Customer Service Advisor

Job title:

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 offices in Hemel Hempstead. As part of the Customer Service 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

    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.
    5. Contact or Call Centre experience.
  2. Communication
    1. Analysing data, reaching conclusions, making recommendations; and presenting clearly and concisely both orally 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.

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 The Dispute Service;
  • 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.

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:

  • Josanne Leon, Head of Human Resources
  • Email: josanne.leon@tenancydepositscheme.com

Business & IT Support Analyst

Job title:

Business & IT Support Analyst

Accountable to:

Head of Business Support

Liaison with:

  • TDS Customers
  • TDS colleagues
  • IT Partners

Job summary:

The Dispute Service Limited (TDS) is looking to recruit a bright and enthusiastic customer support analyst to join our team. This is an opportunity to join a UK wide, Hemel Hempstead based, commercially focused not for profit organisation.

As the 2nd point of contact within the Project Team for internal users, you will be responsible for ensuring our team and their customers receive high quality customer support and maximise the value they derive from our "cloud" solutions. Day to day activities will include answering internal customers support enquiries, managing support cases and working with the Operations and internal IT teams as well as with the solutions providers (workbooks.com, NetXtra, and Eiger) to improve the quality of our customer service and our product.

Longer term this role could potentially lead to:
• a business role - working with our customers to enhance the e-commerce processes and service services we offer
• a technical role - working with the IT team to develop reporting and automate customer business process and migrate data from source systems



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. To answer emails and telephone calls in a professional, friendly and helpful manner;
  2. Log customer enquiries in the TDS Service Desk;
  3. To manage your customer expectations to ensure all cases are dealt with promptly, ensuring customer's expectations are met and where possible exceeded.
  4. To understand our customer issues, both internal and external, and troubleshoot their problems.
  5. To manage the escalation process and work with other parts of the organisation to ensure customer issues are resolved.
  6. To manage the escalation process and work with other parts of the organisation to ensure customer issues are resolved.
  7. To be professional and conduct yourself with integrity at all times.
  8. To prepare, or assist in the preparation, of change request documents in line with TDS' ISO27000 procedures.

PERSON SPECIFICATION

  1. Candidates should be able to demonstrate directly relevant experience such as below:
    1. 1st or Upper 2nd class honours degree in Mathematics or Science, Computer Science or Business Management
    2. Strong A level/GCSE or equivalent results e.g. 2 A,B at A level, 9 A*,A,B at GCSE level
    3. Technically competent
    4. A good telephone manner with the ability to produce well-written English.
    5. A willingness to learn new skills and ‘go the extra mile’
    6. Good interpersonal skills and a team player
    7. Ability to work with stakeholders from different departments
    8. Attention to detail and a high standard of work
    9. The ability to understand customer questions, prioritise issues, troubleshoot their problems and provide clear advice verbally and in writing
    10. Problem solving, task prioritisation, communication, administration and organisation skills are a key requirement

    The following experience is desirable:

    1. Understanding and experience of system development life cycles (Waterfall, Agile etc.)
    2. Understanding of, and preferably experience of an ecommerce environment which is process driven but has a large back-office environment
    3. Experience of a customer services or business support environment
    4. Experience with case management/helpdesk software
    5. Some experience of SQL and/or PHP would be an advantage
  2. Equal Opportunities
    1. Must be able to demonstrate a commitment to equal opportunities in relation to the work of The Dispute Service Ltd.
  3. Required behaviour and attitude

    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):
      1. Really care about our customers;
      2. Are curious about the work we do;
      3. Embrace change positively;
      4. Always co-operate with colleagues;
      5. Seek to cultivate success within you team;
      6. Ensure you challenge the status quo;
      7. Are committed to excellence in all that we do;
      8. Help create a great place to work.
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:

  • Josanne Leon, Head of Human Resources
  • Email: josanne.leon@tenancydepositscheme.com

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