Dispute Resolution Executive - Daresbury in Warrington

Salary: From £30,000

Location: Daresbury

This is a Permanent, Full Time vacancy.

Role: Dispute Resolution Executive (DRE)

Location: Daresbury

Contract Type: Permanent

Are you ready to take the next step in your dispute resolution career? We’re offering a permanent opportunity for a motivated and empathetic individual to join us as a Dispute Resolution Executive at Trust Alliance Group, working within our Energy Ombudsman Business Unit, where we help resolve complex consumer complaints involving energy suppliers.

As a Dispute Resolution Executive, you’ll be at the heart of our mission, supporting consumers who are often experiencing convoluted or unresolved issues with their energy provider. You’ll act as a trusted and consistent point of contact, taking ownership of complaints from start to finish. This includes investigating the facts, assessing evidence from both consumers and suppliers, and applying relevant frameworks to reach fair, impartial, and well-reasoned outcomes. Many of the cases you’ll handle will be complex, involving issues such as billing disputes, service failures, vulnerable customers, or breakdowns in supplier communication. You’ll use sound judgement, empathy, and strong problem-solving skills to navigate these challenges, clearly explaining decisions to all parties while delivering an accessible, high-quality service.

This role is ideal for someone who thrives on solving difficult problems, is passionate about delivering excellent customer experiences, and wants to build a career within a trusted, independent organisation that plays a vital role in improving standards and fairness across the energy sector.

Who are Trust Alliance Group? The Energy Ombudsman has been helping consumers and energy providers resolve disputes fairly and independently for over 20 years. We’re part of the Trust Alliance Group, formed in 2022, which brings together several businesses previously part of Ombudsman Services. As a group, we’re developing diverse capabilities in areas such as digital alternative dispute resolution and case management technology — all aligned to our purpose of building and maintaining trust between consumers and businesses. Together, we’re committed to raising industry standards and delivering outcomes that make a real difference for the people and organisations we support.

What You’ll Be Doing:

• Investigating complex energy-related complaints by gathering, reviewing, and analysing evidence from consumers and energy suppliers to fully understand the facts of each dispute.
• Making independent, well-reasoned decisions in line with the Energy Ombudsman’s frameworks, applying sound judgement to reach fair, balanced, and impartial outcomes.
• Taking ownership of cases from start to finish, managing multiple investigations at different stages and ensuring decisions are thorough, consistent, and defensible.
• Assessing conflicting information and challenging evidence where appropriate, using curiosity and critical thinking to get to the root cause of each complaint.
• Producing clear, structured decision outcomes, explaining how conclusions have been reached and ensuring decisions are transparent and easy to understand for both consumers and energy suppliers.
• Acting as a trusted point of contact for consumers throughout the investigation, setting clear expectations and providing updates while maintaining professional independence.
• Engaging with consumers empathetically, particularly where disputes involve distress, vulnerability, or long-standing issues with energy supply or billing.
• Contributing to a high-performing dispute resolution team, developing your technical expertise and playing a role in improving decision quality and consistency across the Energy Ombudsman service.

What You’ll Bring to the Role:

• Confidence working with data, using evidence to inform decisions and ensure accuracy and consistency.
• Ability to apply clear decision-making frameworks to reach fair, balanced, and well-structured outcomes for consumers and energy providers.
• A collaborative approach and the confidence to take ownership of cases from start to finish, ensuring consumers feel supported throughout their journey.
• Strong organisational and case management skills, allowing you to stay on top of multiple cases and deliver on expectations efficiently and effectively.
• Excellent listening, questioning and analytical abilities to uncover the root cause of each complaint and drive meaningful resolution.
• Sound judgement and the willingness to seek out expertise when needed, enabling you to make fair, impartial decisions that are right first time.
• Outstanding written and verbal communication skills, with the flexibility to engage with consumers through their preferred channel.
• A clear, concise and informative communication style that helps consumers understand outcomes and builds confidence in the process.
• A commitment to delivering excellent service, earning trust through empathy, transparency, and a balanced approach to expectations.

Hybrid working on offer. Market leading salary.

The Company: The Energy Ombudsman was founded in 2006 to provide independent dispute resolution services, aiming to put consumers back into the position they were in before the issue occurred, whilst helping suppliers understand their consumers and improve their experience. With over 2,500 energy companies signed up to our scheme, the Energy Ombudsman is the only alternative dispute resolution scheme in the UK energy sector. We're approved by Ofgem to impartially and independently handle disputes between consumers and energy suppliers.

Benefits:

• Holiday buy Scheme
• Enhanced pension
• Employee assistance schemes
• Cycle to work scheme

Our Values:

• Balance: We take the time to listen. By valuing different perspectives and experiences, we aim to create a balanced, fair and thoughtful recruitment process.
• Courage: We show courage by being honest, fair, and unafraid to ask the right questions—creating a recruitment process that reflects our values and respects yours.
• Empathy: We know that no two candidates are the same. That’s why we work hard to make our recruitment process balanced, approachable, respectful, and people focused. We believe in being open, transparent and genuine at every stage of the recruitment journey.