Dispute Resolutions Executive

Fully remote anywhere in the UK.
Starting salary: £26,750
Our Team
The Contact Centre ensures customers are matched with relevant partners and delivers high-quality leads to support strong client outcomes. It plays a key role in MVF's growth and 96% client retention by optimising lead qualification and maintaining high service standards.
The team handles high volumes of customer interactions daily, is fully trained on products, and feeds insights back to marketing, commercial, and customer service teams to improve performance, sales, and service quality.
It's a fast-paced, high-performance environment offering strong exposure to global markets and continuous learning opportunities.
What we're offering you:

• Summer Fridays
• Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days)
• Fully remote working with IT equipment set up provided
• Closed for Christmas holidays - Extra days not taken from your annual holiday allowance.
• Work from anywhere for 2 weeks a year
• Life Assurance and Income Protection to protect your loved ones
• Benefits allowance for health, dental, and vision coverage
• Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents
• Defined Contribution Pension and Salary Sacrifice Scheme
• Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families
• Family Forward support for our MVF parents and their mini-mes
• 2 charity days a year

The Role
The role is crucial to driving customer success while balancing commercial objectives. You will be responsible for dispute resolution services on behalf of our clients; tasks are assigned according to workload, so you will need to be adaptable. You will need to be able to identify trends in qualification error and relay examples to Quality Assurance (with whom you will be working closely). You will also be required to communicate directly with account managers regarding discrepancies and dispute decisions. This role requires someone with excellent mediation and conversational abilities, a consistent, diligent work ethic and an eye for detail.

Responsibilities:

• Monitor the Customer Services and Dispute Resolution inboxes, and respond in detail to internal and external requests.
• Log receipt of NPD (Non-Portal Dispute - spreadsheets of disputes sent to us from larger clients) documentation. Check for GDPR sensitive data, standardise, implement excel formulas, and then transfer to communal sheets for investigation.
• Investigate disputes by phone, online, by listening to calls, or by verifying internal filters/discussing with account managers (where applicable).
• Support occasional overnight operations for Australasian-based customers.
• Flag client issues to relevant stakeholders, consult on dispute policy implications and implement decisions.
• Action contact suppression requests and tag calls with missing requests
• Flag any compliance breaches or failures where discovered
• Monitoring the Commercial Refunds Slack channel. Action all requests that have been formatted correctly and signed off. Investigate requests that lack detail or are outside policy. Document all refunds outside policy.
• Maintain, update, and enforce amendments and exceptions to the dispute policy.
• Partner with QA to ensure trends linked to refunds and complaints are surfaced, shared and investigated
• Providing support to contact center agents/Team Leaders/Senior Specialist.
• Ensure that SLA's are met and that revenue is maximized by implementing caps and expediting decisions at short notice.
• Consult on and enforce the company's dispute policy.

What Success Looks Like:

• Timely resolution of internal and external client requests, disputes and complaints against SLAs.
• Driving and exemplifying compliance adherence
• Data-driven decisions that lead to solutions that deliver value and efficiency.
• Improved communication between the teams across the business.
• Ensuring a positive experience for stakeholders.

Our Ideal MVFer:

• Spoken & Written Fluency
• Demonstrated analytical and problem-solving skills,
• Teamwork motivated with excellent interpersonal relationship skills
• Real attention to detail
• Excellent communication skills via phone, email, and face-to-face
• Be able to quickly develop rapport and extract information.
• A positive, proactive problem solver
• Honest and ethical
• A bonus if you are bilingual (French / English)

About MVF
MVF powers growth for our clients by connecting them to potential customers.
The digital marketing landscape is complex and constantly evolving. Businesses need experts who are tracking that evolution and finding new ways to innovate and win.
This is where MVF comes in. We match readers, buyers & business leaders with the brands & companies that make the products and services they need.
We do this by building relationships with potential customers at each stage of the marketing funnel by offering insights, information, and tools to help them learn more about the things they're interested in. We build profiles on our audiences, guide them through purchase decisions, and ultimately connect them to the right products/services when they are ready to buy. Our clients trust us as experts in lead generation, which frees up their time to do what they do best.