Dispute Resolutions Executive

Oakley Recruitment is working in partnership with an expanding organisation based in Coventry. This is an excellent opportunity to join the team as a Dispute Resolutions Executive on a full-time permanent basis

Culture and Environment
Our client offers a collaborative and fast-paced environment where accuracy, accountability, and continuous improvement are highly valued. This is a business that encourages professional growth, cross-functional collaboration, and proactive thinking, within a supportive hybrid working environment.

Personality
You’ll be a calm, confident and solutions-focused individual who is comfortable managing challenging conversations and making fair, evidence-based decisions.

You’ll have a naturally customer-focused approach while understanding the importance of protecting commercial interests and following contractual obligations. Highly organised and detail-oriented, you’ll be confident managing multiple cases at once and taking ownership of disputes from initial review through to resolution.

You’ll communicate clearly and professionally, work well with a variety of stakeholders and bring a high level of integrity and accountability to your work. A collaborative mindset and willingness to identify ways of improving processes will also be key to succeeding within the team.

Reward

• SAIP 8.5% target paid annually
• Role specific Car Ownership Scheme
• 26 days’ annual leave plus paid bank holidays
• Additional days leave to be taken in the month of your birthday
• Pension scheme 10% employer if you put in 5
• Life insurance subject to policy term
• Group Income Protection (subject to policy terms)
• Employee wellbeing & assistance programme
• Subsidised gym
• Hybrid Working
• Discounts with known Highstreet retailers via the Employee Benefits Hub
• ‘Friends & Family’ car discounts

Job Role:

• Managing end-of-lease disputes relating to vehicle condition, damage charges, excess mileage, missing items and early termination costs
• Communicating dispute outcomes clearly and professionally to customers, brokers and internal stakeholders
• Ensuring dispute handling complies with relevant consumer legislation, FCA principles where applicable and internal policies
• Maintaining accurate case records and audit trails to support internal reviews and external escalations
• Supporting responses to cases referred to independent bodies, including BVRLA conciliation and the Financial Ombudsman Service where applicable
• Liaising with inspection companies, auction partners, refurbishment providers, legal teams and finance colleagues to resolve cases
• Tracking dispute volumes, outcomes, agreed write-offs and recovery values
• Identifying recurring dispute trends and root causes while recommending improvements to processes and policies
• Supporting continuous improvement initiatives to enhance the end-of-lease customer journey
• Contributing to training materials, FAQs and customer guidance relating to end-of-lease responsibilities

Skills and experience:

• Having a minimum of 3 years’ experience within a customer resolutions, disputes or complaints environment
• Demonstrating experience within end-of-lease, vehicle inspections, contract hire operations or dispute and complaints handling
• Understanding contract hire, vehicle leasing and end-of-lease processes
• Having working knowledge of BVRLA Fair Wear & Tear Standards
• Interpreting contracts, vehicle inspection reports, photographs and damage assessments confidently
• Demonstrating excellent attention to detail and making fair, evidence-based decisions
• Communicating confidently and professionally with customers and stakeholders both verbally and in writing

Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.