The Furniture Ombudsman
11 Feb 2018
15 Feb 2018
Contract Type
Full Time

You will play a key role within a team of experienced legal professionals resolving disputes between retailers and consumers. Your role will be to assess evidence, conciliate and adjudicate on an assigned case load. You will be expected to give legal advice on consumer law and complaint management to subscribing members, and take part in both internal and external training workshops.

Key Accountabilities and Responsibilities;
- Using your legal knowledge, assess evidence and use a method of conciliation and adjudication to resolve disputes between retailers and consumers.
- Communicate with stakeholders professionally by predominantly telephone, although email, text message and letter may be used if appropriate.
- Provide sound legal advice to members on consumer law and complaint management.
- Keep abreast of current legislation through internal know-how sessions and personal learning.
- Assess legal documents for accuracy (e.g. T&C’s, Warranties, etc…)
- Develop and maintain good working relationships with all stakeholders remotely and face-to-face.
- Work with team colleagues, and the senior team to improve the quality of the ADR and legal service provision to stakeholders.
- Author legal articles for publication in consumer and industry press, as required.
- In line with Communication Plan and other business objectives, engage with members, consumers, government and third sector organisations to develop/enhance/maintain relations and improve the profile of the Ombudsman.

- Develop, write and deliver training courses in consumer law and other related topics.
- Promote the Ombudsman’s range of training courses, as directed, in order to emphasize our aims to raise standards within the industry

Personal Attributes and Skills:
- Proven legal skills, with solid knowledge of current consumer and contract law, supported by an appropriate degree level qualification (such as an LL.B and higher).
- Ability to apply legal knowledge and make sound decisions
- Perseverance and determination in achieving individual and team targets
- Dependable and reliable: able to produce consistently high quality and quantity of work
- Excellent prioritisation and able to reach decisions quickly and effectively
- Excellent organisational abilities
- First class customer service skills
- Confident, authoritative and able to communicate at all levels
- High attention to detail
- IT Literate (Microsoft Office)
- Ability to change and adapt to the business need

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