Dispute Resolution Team Manager
JOB DESCRIPTION
Location: Bristol (Hybrid)
In this position, you'll be based in the Bristol office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potential
The Deposit Protection Service (DPS), a division of Computershare, manages one of three Tenancy Deposit Protection Schemes across the UK. These government-approved schemes are designed to securely safeguard tenants' deposits in accordance with legal requirements throughout the duration of a tenancy. Learn more about The Deposit Protection Service here.
As Team Manager, you'll play a key role in the Dispute Resolution Team, overseeing case handlers through the end-to-end DPS process. You'll manage workloads to meet deadlines and ensure all work is accurate, high-quality, and meets customer service standards. While prior knowledge of the DPS is helpful, it's not essential.
A role you will love
You'll oversee a team of Dispute Resolution Case Handlers, you'll be responsible for workload allocation, handling escalations and queries, and acting as subject matter expert for process improvements and initiatives. Reporting to the Head of Dispute Resolution, you'll coach and help develop your team to become highly effective performers whilst developing yourself. Key responsibilities include, but are not limited to:
- Hold regular one-to-ones, team meetings, and performance sessions
- Manage team resources effectively
- Oversee performance, quality, and compliance
- Ensure team members have necessary skills and tools
- Meet quality and productivity standards; communicate training needs
- Follow all risk management processes
This hybrid role involves 3 days in the office and 2 days working from home, with a 35-hour work week, Monday to Friday. Salary is dependent on experience and interview performance. Candidates must live within an hour's commute of our Bristol office (Bridgewater Road, BS13 8AE).
What will you bring to the role?
As a Dispute Resolution Team Manager, you'll need to be detail-oriented, organised, decisive, and able to work under pressure in a busy environment, which is essential, along with strong customer focus (for both internal and external customers) and adaptability. The skills and experience needed for this role include:
- Take ownership of work and escalate issues when needed
- Strong people management and leadership skills
- Flexible with workloads
- Understand role within the process and impact of decisions
- Identify opportunities for process and performance improvement
- Detailed industry, product, and organisational knowledge
- Work well under pressure
- Handle cases impartially and professionally
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
Fairness and culture
We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
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Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion