Director of Dispute Resolution
Delivery of adjudications in disputes arising under the various tenancy deposit schemes operated by The Dispute Service and its subsidiaries, to prescribed standards and within specified time limits.
Adjudication on other complaints/disputes as agreed.
Consideration and adjudication of deposit disputes and other disputes and complaints, whilst securing the independence and effectiveness of the adjudication process.
This is a varied and exciting role and requires a positive, flexible and hardworking person able to handle a variety of tasks and make decisions about the future progress of disputes. Adjudicators must be able to prioritise a busy workload and have a sound knowledge – and ability to apply in practice – the Scheme’s Rules.
This is an employed role.
No job description can cover every issue that might arise and the post holder is expected to carry out other duties from time to time, broadly consistent with those listed below.
In this Job description, “TDS” means “The Dispute Service Ltd”.
- To adjudicate disputes in accordance with:
- instructions received from, and targets set by, TDS’ Assistant Director of Dispute Resolution, Senior Adjudicators and Dispute Resolution Managers; and
- the requirements of the approved Adjudicators’ Code of Conduct.
- In the course of adjudicating disputes:
- consider the casework documentation provided;
- discuss any unusual issues arising with the TDS Assistant Director of Dispute Resolution, Senior Adjudicator, or other members of the TDS dispute resolution team as appropriate;
- seek additional information from the parties to the dispute where necessary; and
- submit an adjudication in the required format and in the time limits specified.
- Contribute to ensuring TDS meets its Service Level Agreement obligations in relation to adjudication.
- Contribute to the improvement of adjudication methodology in general.
- Undertake the resolution of certain types of cases as instructed by the Assistant Director of Dispute Resolution.
- Undertake dispute resolution where the issues are clear and full adjudication is unnecessary.
2. Delivering a great service
- Work with other colleagues to adopt new approaches to casework in consultation with the Assistant Director of Dispute Resolution.
- Produce adjudication decisions which will deliver high levels of customer satisfaction for the adjudication service.
- Respond to complaints about the quality of adjudication decisions.
- When reviewing complaints about adjudication activities, draw on any lessons that could be learnt in conjunction with the TDS Assitant Director of Dispute Resolution.
3. Records/Data Management
- Maintain existing records within the dispute resolution process, as required.
- Contribute to the continuing development of Operating Procedures.
4. Training Events
- Attend training events as required.
- Keep abreast of changes in practice.
5. External relations
- As instructed by TDS’ Assistant Director of Dispute Resolution:
- identify Scheme users who appear to have inadequate understanding of the adjudication requirements, and inform the TDS’ Director of Dispute Resolution as necessary;
- contribute to the development of initiatives aimed at improving customer satisfaction and improving customer knowledge and understanding of the operation of the various tenancy deposit schemes operated by The Dispute Service and its subsidiaries.
- Undertake any other duties as may reasonably be required by TDS’ Assistant Director of Dispute Resolution.
- Keep abreast of developments in the private rented sector.
- Carry out the role in a manner which will deliver high levels of customer satisfaction for the adjudication service.
- Contribute towards TDS Customer Service Excellence accreditation.
7. Equal Opportunities
- Implement TDS’ Equal Opportunities Policy in respect of adjudication functions, ensuring that all policies and procedures are in accordance with good equal opportunities practice.
8. Independence and impartiality
- Ensure that the independence and/or impartiality of the adjudication service is not undermined.
9. Required behaviour and attitude
Applicants must be able to:
- demonstrate an affinity for excellent Customer Service;
- handle a range of different tasks simultaneously and prioritise a heavy workload;
- demonstrate common sense and good judgement;
- have a flexible attitude to work;
- work unsupervised;
- identify with the aims and objectives of The Dispute Service;
- demonstrate behaviour types in accordance with The Dispute Service’s behaviour and attitude requirements (The 8 C’s):
- really care about our customers;
- are curious about the work we do;
- embrace change positively;
- always co-operate with colleagues;
- seek to cultivate success within your team;
- ensure you challenge the status quo;
- are committed to excellence in all that we do;
- help create a great place to work.
1. Job Knowledge
- Must be able to demonstrate practical knowledge and experience of:
- resolving disputes;
- undertaking casework;
- digesting large volumes of information in electronic format;
- analysing data, reaching conclusions, making recommendations; and presenting clearly and concisely both orally and in writing;
- Microsoft Word, Excel, & Outlook;
- dealing with professionals in different spheres of activity.
- Must be able to present basic information clearly and concisely, both orally and in writing.
- Must be able to communicate effectively in order to gain information from, and inform, the parties to a dispute.
- Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues and other stakeholders.
3. Equal Opportunities
- Must be able to demonstrate a commitment to equal opportunities.
- Must be able to handle a range of different tasks simultaneously and prioritise a heavy workload with the ability to meet deadlines.
- Must demonstrate excellent attention to detail
- Must demonstrate common sense and good judgement.
- A flexible attitude to work is essential.
- Must be able and willing to work remotely, unsupervised, and to time.
- Must be able to demonstrate an affinity for excellent Customer Service.
- Must be able to attain and retain membership of the Chartered Institute of Arbitrators.
- Must be able to identify with the aims and objectives of TDS.
- Legal qualification (law degree level or equivalent – LLB, LPC, Chartered Legal Executive)
- Strong property background and/or good knowledge of landlord and tenant law.
- Demonstrate a practical knowledge and experience of:
- Alternative dispute resolution;
- administration systems;
- the work of residential lettings agents;
- interest in housing issues, particularly the private rented sector.
How to apply
If you think you are suitable for the role, please send your CV and cover letter explaining your suitability for the role to:
Josanne Leon, Head of Human Resources