Dispute Resolution Executive

Role: Dispute Resolution Executive (DRE)

Location: Peterlee

Package: From £30,000

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:

• Experience investigating complex consumer complaints, ideally within the energy sector, or in a comparable regulated or complaints-driven environment (such as utilities, financial services, telecoms, or housing), where evidence-based decision-making is critical.
• Confidence working with data, evidence, and case documentation to inform robust decisions and ensure accuracy and consistency.
• The ability to apply structured decision-making frameworks to reach fair, balanced, and well-reasoned outcomes for both consumers and energy providers.
• A strong sense of ownership, with the confidence to manage cases end to end, balancing independence with a supportive approach so consumers feel informed throughout the investigation.
• Excellent organisational and case management skills, enabling you to manage multiple complex investigations simultaneously and deliver against agreed timescales.
• Strong listening, questioning, and analytical skills, allowing you to assess conflicting information, identify root causes, and drive meaningful resolution.
• Sound judgement and professional curiosity, including the confidence to seek specialist input when required to ensure decisions are right first time.
• Outstanding written and verbal communication skills, with the ability to explain complex findings and decisions clearly and accessibly to non-technical audiences.
• A clear, concise, and transparent communication style that helps consumers understand outcomes and builds confidence in the dispute resolution process.
• A commitment to delivering a high-quality, impartial service, earning trust through empathy, fairness, and balanced expectation-setting.

Benefits & Perks:

• Hybrid working on offer
• Market leading salary
• Career development programs
• Well-being support schemes