Case Handler / Dispute Resolution Officer Location: Hybrid working Office attendance: 1 day per week (Tuesday or Wednesday) Hours: Monday to Friday - 9am-5pmWe 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 feedbac