Disputes Liaison Lead

We are seeking a confident, impartial and solutions-focused Disputes Liaison Lead to play a critical role in investigating and managing disputes.

This is a varied and rewarding field-based role. You will visit consumers who have raised complaints, assess concerns relating to the quality of workmanship, gather evidence, and produce clear and comprehensive inspection reports. Acting as an independent and trusted intermediary, you will facilitate discussions between consumers, Scheme Providers and businesses, supporting fair and proportionate outcomes.

This role requires professionalism, sound judgement and the ability to manage sensitive situations with empathy while remaining objective and evidence-led.

• Visit consumers’ homes to investigate and assess disputes relating to the quality of work completed by TrustMark Registered Businesses
• Gather and document evidence and information from all relevant parties
• Evaluate workmanship against TrustMark standards and determine the validity of complaints
• Facilitate discussions between consumers and Scheme Providers/businesses
• Negotiate and manage potential solutions, supporting agreement on appropriate next steps
• Produce detailed, clear and accessible reports with findings and recommendations
• Follow up on cases where appropriate to ensure agreed actions have been implemented

We are looking for someone who combines excellent technical understanding with highly effective interpersonal and mediation skills:

• Proven experience in dispute resolution, mediation or a similar investigative role
• Significant Building trade/construction based knowledge and experience and or experience within domestic energy retrofit.
• Ideally hold relevant Building trade/Construction qualification or similar qualification in relation to domestic energy retrofit
• The ability to remain impartial and make objective judgments based on gathered evidence
• Excellent communication skills, with the ability to build rapport with both consumers and businesses
• Sound negotiation and conflict management abilities
• A calm and professional approach when handling sensitive or challenging situations
• High attention to detail and strong organisational skills
• Experience producing clear, thorough and accessible written reports
• A current and valid UK driving licence
• Willingness to travel extensively across England, Wales and Scotland

If you’d like to find out more, please email yourhr@trustmark.org.uk.

This is a fixed-term contract.