Dispute Resolution Officer

This is an exciting opportunity for a dynamic and motivated individual to join our dispute
resolution team at Renewable Energy Assurance Ltd (REAL). As well as several other schemes,
REAL runs two consumer codes, RECC and EVCC, which give members access to our approved
specialised alternative dispute resolution (ADR) service. RECC and EVCC are the foremost
consumer protection champions in the domestic renewable energy and EV chargepoint sectors. RECC
and EVCC provide consumer protection and compliance standards for installers of these products,
offering CTSI approved Mediation and Adjudication services for their consumers should things go
wrong.

As we develop and expand our specialised ADR offering, we are looking for a new team member to
join our highly trained and experienced in-house dispute resolution team to help us deliver
fair and impartial ADR outcomes for consumers. Offering an excellent opportunity to gain
valuable experience in ADR and the renewable energy sector, the Dispute Resolution Officer will
assist REAL with resolving complex consumer disputes through mediation, and in the future
adjudication, as we develop our ADR offering. If you are interested in renewable energy,
passionate about consumer protection and making a positive difference, this role is for you.

Person specification

• Exceptional analytical skills – ability to evaluate complex information critically
• Excellent drafting skills – proficiency in creating clear, concise and effective written
  documents, tailored to your audience
• Strong communication skills – capable of communicating effectively in person and over the
  phone with diverse audiences
• Excellent time management skills
• Great interpersonal skills that contribute to effective teamwork
• Demonstrated ability to work independently, take ownership of tasks and use initiative
• Highly motivated with a positive, forward-thinking approach
• Ability to empathise with different parties and to act with integrity and openness
• Excellent IT skills – proficient in Microsoft Office and other relevant software

Desirable

• Knowledge of the renewable energy sector
• Experience of alternative dispute resolution
• Understanding of contract and consumer protection law
• Experience as an adjudicator for an ombudsman service or similar environments
• Demonstrate ability to conduct thorough investigations and analyse complex information

Minimum requirements

• Undergraduate degree or equivalent professional experience.

Full training and resources will be provided.

Purpose of the post

To assist with the processing, management and resolution of disputes between consumers and
members, as well as to contribute new ideas towards the growth of RECC and EVCC.

Individual tasks to be carried out by the post-holder include:

1. Managing a caseload of disputes and mediating a resolution in accordance with the dispute
   resolution process.
2. Act as a first point of contact for complainants and members with registered disputes.
3. Respond to email and telephone enquiries from complainants and members.
4. Registering and categorising disputes received online
5. Communicate with a range of external bodies to resolve issues in disputes.
6. Work collaboratively with the wider RECC team including compliance and membership teams.
7. Contribute towards the strategic goals of REAL and support the team with continuous
   improvement of our processes.

Full-time 1 year contract (may be extended depending on the volume of work available) with an
annual salary of £25,000.

Employee benefits

1. 25 days annual leave
2. Hybrid-working
3. Company pension scheme
4. Access to cycle to work and annual travelcard schemes
5. Health insurance covering dental and optician costs
6. Contribution towards home working equipment

Application process

To submit an application, please send a CV and a cover letter (maximum 1 side of A4) to Mrs.
Abena Asare-Frimpong at [email protected]. The closing date for applications is 18
October 2024. If you have any questions you wish to discuss, our telephone number is
0207 981 0850.

Interviews will take place from 23 October 2024.

About REAL:

REAL operates seven Consumer Codes and Certification schemes in the renewable energy and
circular economy sectors. It is a wholly owned subsidiary of The Association for Renewable
Energy and Clean Technology (REA). Located in central London, REAL’s offices are close to
popular areas such as Covent Garden and the Embankment, as well as main train stations.

Established in 2006, RECC is the largest consumer code in the renewable energy sector with over
5,000 members across the UK. It sets out high consumer protection standards for businesses
offering renewable energy systems to domestic consumers.

Established in 2020, EVCC sets high consumer protection standards for businesses offering
private EV chargepoints.

Further details about the codes can be found on their respective websites (recc.org.uk and electric-vehicle.org.uk) and for more information
about REAL and the work we do, please see our website: realschemes.org.uk.