Post Office Ltd Jobs Vacancies Near Me – Dispute Resolution Manager In Birmingham

Overview

Position Title: Dispute Resolution Manager

Company: Post Office Ltd

Location: Birmingham, UK

Job Description

A POL Manager to assist with the Historical Shortfall Scheme (HSS) Dispute Resolution Process. Attend meetings and facilitate calls, forming part of the dispute intervention and dispute resolution process with former and current Postmasters who believe they may have experienced shortfalls related to previous versions of the Horizon IT system, and who have rejected the Offer of compensation made by POL in relation to this to gain more information to understand why the Post Master remains unhappy.

Responsibilities:

• Responsible for making the initial intervention calls to Postmasters Post Offer to understand the dispute
• Responsible for and then fully de-briefing and following up on specific actions from Dispute Resolution and Intervention calls
• Build and manage Quality Assurance processes to support, track and verify the movement of the disputed cases through the various stages of the HSS Dispute Resolution Process including:
• Coaching individuals to enhance performance, provide constructive feedback and monitor and measure development of individuals
• Identifying process improvements
• Producing accurate and comprehensive Stakeholder reports
• Responsible to ensure that all rework is completed within agreed SLA’s
• Help to prepare all Briefing Packs in advance of Dispute Resolution Meetings (Good Faith, Escalation, Mediation, and arbitration) utilising internal Post Office Systems, including Periscope, assimilate information from various reference points and logistics for specific Dispute Resolution interventions & meetings.
• In line with guiding principles, where appropriate flag to the Senior Dispute Resolution Manager to review any additional, new information relating to the original claim made by the Postmaster
• Responsible for note taking at Escalation, Mediation and Arbitration meetings
• Responsible for the effective management of the workflow from the Dispute Resolution team Mailbox and Dispute Resolution Team Tracker
• Empower, coach an Admin Team direct reports to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback
• Responsible where necessary to apologise to our Postmasters and former Postmasters (applicants) for the timescales endured awaiting resolutions and any distress caused

Requirements:

• Ability or experience of engaging with Postmasters whilst maintaining commercial acumen
• Strong people skills demonstrating empathy with an ability to appreciate and assess multiple aspects of an issue
• An ability to remain calm, professional and decisive in difficult/sensitive situations
• The ability to listen and apply problem solving skills in a ‘live’ environment
• Excellent communication skills
• Ability to review large amounts of information and demonstrate sound judgement to make solid decisions from a wide range of sources to make quality decisions at pace
• Strong experience of leading and managing a team to deliver within SLAs
• Strong attention to detail
• Strong coaching and influencing skills with the ability to improve performance and behaviours as appropriate
• Accurate and effective report writing for senior managers
• Knowledge Horizon Experience an advantage
• Remediation Scheme Experience (e.g. PPI) and/or Customer Services / Complaints /Ops – (advantage but not essential)
• Approachable, positive, open manager