Dispute Resolution Advisor

HSS ProService Limited; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Birthday off

Healthcare cashback plan

Flexible and hybrid working

Free onsite gym

Training and development opportunities

Perks platform discounts and cashback

Cycle to Work and Holiday Buy

Job summary

HSS ProService Limited is seeking a Dispute Resolution Advisor to drive swift, fair outcomes for customers, suppliers and internal teams. You will own disputes, gather information from multiple sources and build strong supplier relationships to resolve pricing, service and quality issues.

You’ll deliver proactive updates, exercise commercial judgement for credits or refunds, and coordinate with transport and depot colleagues to close cases with accuracy.

Qualifications

• Excellent customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Commercial awareness and sound judgement.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder management and relationship-building skills.

Responsibilities

• Investigate and resolve customer disputes relating to rehire orders, ensuring fair, timely, and commercially sound outcomes.
• Gather and assess information from multiple sources, including customers, suppliers, contracts, delivery records, and supporting evidence.
• Build strong relationships with third-party suppliers, negotiating resolutions to pricing disputes, service issues, damage claims, and quality concerns.
• Deliver excellent customer service throughout the dispute process, providing regular updates and managing expectations professionally.
• Make informed commercial decisions, authorising appropriate credits, refunds, replacements, or compensation within agreed limits.
• Coordinate effectively with customers, suppliers, transport providers, depot teams, and internal stakeholders to achieve successful resolutions.
• Maintain accurate records across multiple systems, ensuring disputes are tracked through to completion and all financial impacts are correctly documented.

Skills

Customer service

Problem solving

Analytical thinking

Commercial awareness

Multitasking

Stakeholder management

Attention to detail

Resilience

Professionalism

Ownership and accountability

Clear communication

Collaborative work

Improvement mindset

Job description

A typical day as a Dispute Resolution Advisor

No two days look exactly the same here, and that’s part of what makes it work.

As a Dispute Resolution Advisor, you’ll play a key part in keeping things moving for our customers, suppliers and The Pros around you. You’ll take ownership, solve problems properly, and work with people across the business to make things simpler, faster and better.

You’ll be trusted to get stuck in, make decisions, and see things through.

What you’ll be doing

• Investigate and resolve customer disputes relating to rehire orders, ensuring fair, timely, and commercially sound outcomes.

• Gather and assess information from multiple sources, including customers, suppliers, contracts, delivery records, and supporting evidence.

• Build strong relationships with third-party suppliers, negotiating resolutions to pricing disputes, service issues, damage claims, and quality concerns.

• Deliver excellent customer service throughout the dispute process, providing regular updates and managing expectations professionally.

• Make informed commercial decisions, authorising appropriate credits, refunds, replacements, or compensation within agreed limits.

• Coordinate effectively with customers, suppliers, transport providers, depot teams, and internal stakeholders to achieve successful resolutions.

• Maintain accurate records across multiple systems, ensuring disputes are tracked through to completion and all financial impacts are correctly documented.

What you’ll bring

We’re looking for someone who knows how to get things done and works well with others to make it happen.

You don’t need to tick every single box, but you’ll likely bring:

• Excellent customer service and communication skills

• Strong problem-solving and analytical abilities

• Commercial awareness and sound judgement

• Ability to manage multiple priorities in a fast-paced environment

• Strong stakeholder management and relationship-building skills

• High attention to detail, resilience, and professionalism

Most importantly, you’ll bring the mindset of a Pro:

• You take ownership

• You communicate clearly

• You work collaboratively

• You look for better ways to do things

• You see things through properly

What you’ll get back

25 days holiday plus bank holidays

Your birthday off every year to spend how you want

Healthcare Cashback Plan with money back on things like dentists, opticians and sports massages

Flexible and hybrid working

Free onsite gym at head office

Training and development opportunities to keep growing your skills and career

Discounts and cashback through our perks platform

Flexible benefits including Cycle to Work and Holiday Buy

What it’s like here

At HSS ProService, we’re here to take the friction out of hire.

We’ve built a smarter, faster way for businesses to get the tools, equipment and materials they need. We connect customers with trusted suppliers through one simple online marketplace.

But what really makes it work is our people. The Pros.

The ones who step in, solve problems, keep things moving and make life easier for customers and each other.

We use technology, teamwork and bold thinking to make things simpler, clearer and better every day.

The Pros here are Progress Makers, Professionals, Problem Solvers and Proud of the work they do. People who take ownership, back each other, speak honestly and keep things moving.

That means:

• Say it. Own it. See it through.

• Bring in the people power.

• Be straight, be clear.

• Recognise the graft.

No big egos. No overcomplicated processes. Just good people doing good work together.

Different Perspectives, One Platform

We’re not all the same, and that’s what makes us stronger.

Great ideas come from different people, different experiences and different ways of thinking.

Whether you’re starting out, changing careers or looking for your next move, if you’ve got the skills and the drive, we want to hear from you.

If you have questions about the role or recruitment process, email [e-mail] and one of the team will help you out.

We’re on it. Together.
Always making it better.