Senior Disputes Resolution Service Officer Location: Amersham, Bucks, Job Type: Full-time, 37 hours per week Salary: Up to £35,000 per annum Join our team as a Senior ADR Service Officer, where you will play a crucial role in administering and overseeing the Alternative Dispute Resolution (ADR) service. This position is ideal for someone with a background in team leadership and a desire to further develop their skills in a supportive and dynamic environment. Day-to-day of the role: Case Management and Complaint Resolution: Manage and allocate cases within the ADR service, ensuring timely and efficient resolution within the 30 working days SLA. Investigate complaints, gather documentation, and track case progress, ensuring compliance with agreed service levels. Analyse evidence, resolve disputes, and draft clear written explanations for decisions. Identify and address non-compliance with the published Code of Conduct. Team Supervision and Managerial Support: Supervise the ADR team in the absence of the ADR Service Manager, ensuring seamless operations. Provide guidance on complex cases, support new team members, and assist in training to maintain high performance standards. Support the ADR Service Manager with data and insights for strategic decisions. Data Interpretation and Presentation: Create and present detailed reports and PowerPoint presentations summarising case outcomes and service performance. Interpret data from the ADR database to provide actionable insights to senior management. Required Skills & Qualifications: Proficiency in Microsoft Office, particularly PowerPoint, Microsoft Dynamics, Outlook, and Excel. Experience in building and presenting detailed reports and data interpretation. Strong administrative, organisational, and communication skills. Ability to multitask and prioritise in a fast-paced environment. Experience in customer service and complaints handling, preferably in the vehicle rental, leasing, or automotive sector. Benefits: Competitive salary of up to £35,000 per annum, based on experience. 23 days holiday per annum, plus bank holidays. Participation in a discretionary staff performance bonus scheme. Non-contributory pension scheme with an employer contribution of 8.5%. Life assurance coverage.