Dispute Resolution Executive

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.

As a Dispute Resolution Executive, you’ll be at the heart of our mission supporting consumers through their journey with us as a trusted, consistent point of contact. You’ll take ownership of cases from start to finish, using sound judgement to reach fair, impartial outcomes while providing an accessible, high-quality service.

This role is ideal for someone who thrives on problem-solving, is passionate about delivering excellent customer experiences, and wants to grow their career within a trusted, independent organisation that supports fair resolutions and improves standards 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:

• Providing a consistent and supportive experience by being a trusted single point of contact for energy consumers throughout their journey with us.
• Making dispute resolution accessible and approachable, championing fairness and transparency in every interaction—particularly when helping consumers navigate issues with their energy supplier.
• Using your sound judgement to deliver the right decision first time, helping build confidence in the Energy Ombudsman process and outcomes.
• Connecting with consumers in the way that works best for them—showing empathy, setting clear expectations, and keeping them informed every step of the way.
• Getting to the heart of each energy‑related complaint with curiosity and care, delivering outcomes that are fair, balanced and impartial.
• Building trust by clearly and confidently explaining how decisions are made, helping consumers feel heard and understood when dealing with energy concerns.
• Playing a key role in a growing team, with the chance to learn, develop, and shape your future with us within the energy dispute resolution landscape.

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 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…