Dispute Resolution Caseworker

Renewable Energy Assurance Ltd

£23,000 pa

Paid • Full Time • Fixed Term Contract

www.recc.org.uk abena@recc.org.uk 02079810850 Abena Simpey

Reference: DRC021019

Sectors: carbon, climate & energy

Closing date: Wednesday, 23rd October 2019   4 days left

Renewable Energy Assurance Ltd. (REAL) is looking for a candidate to work as a Dispute Resolution Caseworker.  In addition to their work as a Caseworker, we would like the candidate to be flexible and provide support to our Membership Team. The candidate will report to the Head Dispute Resolution and Membership Manager.

The successful candidate will assist us with resolving disputes between consumers and RECC member companies, who sell, lease and install small-scale renewable energy systems such as heat pumps and biomass boilers. On the membership side, the candidate will assist with various tasks including processing membership applications from businesses who wish to join our RECC.

We are looking for a fast-learning, well-organised person with excellent written and telephone communication skills. IT skills (including the use of Microsoft Office and databases) and good spelling and grammar are essential. The ideal candidate will have some knowledge of contract law, consumer protection law and some experience of complaints-handling. Good time management skills are essential.

The position offers the opportunity to gain valuable experience in mediation and arbitration as RECC is a Chartered Trading Standards Institute approved Alternative Dispute Resolution Provider under the Alternative Dispute Resolution Regulations 2015.

Full training and resources will be provided.

Renewable Energy Assurance Ltd. (REAL) is a wholly-owned subsidiary of the Renewable Energy Association (REA). The REA is a not-for-profit organisation and the principal trade association for the renewable energy industry. REAL administers the Renewable Energy Consumer Code (RECC). RECC is backed by the Chartered Trading Standards Institute and ensures high standards for domestic consumers looking to install renewable energy systems in their own homes.

Purpose of the post

To assist with the processing, management and resolution of complaints about member companies made by consumers to RECC and to provide support to the Membership Team.

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

Dispute Resolution

  • Taking responsibility for a caseload of complaints (as directed by Head of Dispute Resolution) and taking them forward as necessary through mediation between the company and consumer
  • Registering complaints received online, by email or post onto the RECC complaints database and updating the database with progress on these complaints as necessary
  • Acting as a first point of contact for consumers wanting information on the progress of their complaint
  • Making sure the appropriate company contacts are responding to complaints and chasing up responses where necessary
  • Informing Compliance Team of any serious concerns about member companies


  • Assisting with processing new applications for membership.
  • Carrying out due-diligence checks and review compliance information submitted by applicants
  • Communicating with applicants and members by email and telephone, as appropriate.
  • Carrying out other tasks as appropriate.

Minimum Requirements

  • Undergraduate degree
  • Experience in complaints handling
  • Excellent written and verbal communication skills
  • Knowledge in contract law and consumer law
  • Strong administrative skills

Based at the iconic Shell Mex House at 80 Strand, London with excellent transport links. Full-time 1 year contract (may be extended depending on the volume of work available). Interviews will take place during week commencing 11 November 2019. Salary-£23,000 per annum (pro-rated).

For more information about the Renewable Energy Consumer Code please see our website: www.recc.org.uk

If you are interested please send a CV and a cover letter (maximum 1 side of A4) to Ms. Abena Simpey at abena@recc.org.uk. The closing date for applications is midnight on 23 October 2019. If you have any questions you wish to discuss, our telephone number can be found on our website.

Please mention environmentjob.co.uk when responding to this ad.