Accountable to: Head of TDS Adjudication Services
Delivery of adjudications in disputes arising under the various resolution schemes operated by The Dispute Service and its subsidiaries, to prescribed standards and within specified time limits.
Conduct of mediation sessions for landlord and tenant disputes arising under TDS Resolution, operated by The Dispute Service.
Adjudication on other complaints/disputes as agreed.
Undertaking other activities including internal and external presentations and training and the preparation of material for publication as required from time to time by the Head of TDS Adjudication Services.
Tenants, Landlords and Agents
Board members and employees of TDS
Other interested bodies
Consideration and adjudication of deposit disputes and other disputes whilst securing the independence and effectiveness of the adjudication process.
Consideration and mediation of disputes by, telephone, or virtual communication means.
Representing The Dispute Service as required at industry events, including presentations and training.
Contributing to the development of new business streams in ADR, including mediation and conciliation services.
This is a varied and exciting role and requires a positive, proactive, 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 and varied workload and have a sound knowledge – and ability to apply in practice – the rules of all ADR schemes and undertake mediation work for the schemes operated by The Dispute Service.
The location of the role will be agreed with the successful candidate. It is currently home based.
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”.
1. Adjudication and Mediation
1.1 To adjudicate and/or mediate disputes for all jurisdictions covered by TDS in accordance with:
o instructions received from, and targets set by, Head of TDS Adjudication Services; and
o the requirements of the approved Adjudicators’ Code of Conduct and the Code of Conduct for Mediators.
1.2 In the course of resolving disputes:
o consider the documentation provided;
o discuss any unusual issues arising with the Head of TDS Adjudication Services, or Lead Adjudicators or other members of the TDS adjudication team as appropriate;
o seek additional information from the parties to the dispute where necessary; and manage responses in line with processes; and
o submit an adjudication report in the required format and in the time limits specified.
1.3 Contribute to ensuring TDS meets its Service Level Agreement obligations in relation to adjudication.
1.4 Contribute to the improvement of adjudication methodology in general.
1.5 Undertake a broader range of ADR activities as required, including early resolution where the issues are clear and full adjudication is unnecessary, and conciliation and mediation.
2. Delivering a great service
2.1. Produce adjudication decisions and mediation/conciliation services which will deliver high levels of customer satisfaction for the dispute resolution service.
2.2. Work with other colleagues to adopt new approaches to casework in consultation with the Head of TDS Adjudication Services.
2.3. Identify members who appear to have inadequate understanding of TDS’ requirements, or who generate a disproportionate number of disputes and inform the Head of Sales and Client Success or other senior managers at TDS as necessary.
2.4. 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.
2.5. Contribute as necessary to the provision of training or information about TDS’ requirements.
3. Records/Data Management
3.1. Maintain existing records within the dispute resolution process, as required.
3.2. Contribute to the continuing development of Operating Procedures and systems.
4. Training Events
4.1. Attend and, as necessary, make contributions to conferences, seminars, webinars, videos, and training courses organised internally and by external bodies to improve adjudicator knowledge and understanding.
4.2. Keep abreast with changes in practice.
5.1. Carry out the role in a manner which will deliver high levels of customer satisfaction for TDS’ dispute resolution service.
5.2. Contribute towards TDS retaining its Customer Service Excellence accreditation.
5.3. Undertake any other duties as may reasonably be required by the Head of TDS Adjudication Services.
5.4. Keep abreast of developments in the private rented sector.
6. Equal Opportunities
6.1. Implement TDS’ Equal Opportunities Policy in respect of TDS’ dispute resolution functions, ensuring that all policies and procedures are in accordance with good equal opportunities practice.
7. Independence and impartiality
7.1. Ensure that the independence and/or impartiality of TDS’ dispute resolution service is not undermined.
8. Job Knowledge and Experience
8.1. Must hold and/or be able to demonstrate:
o Honours degree or relevant professional qualification;
o A minimum of 3-4 years’ experience in an adjudication role, preferably in a dispute resolution, complaints or regulatory environment;
o Knowledge of mediation and conciliation processes. Practical experience or relevant qualification would be an advantage;
o Ability to manage a large caseload and work under pressure and to tight deadlines; and
o Sound knowledge of Microsoft Word, Excel, Outlook, Sharepoint, PowerPoint, Business Teams and Zoom and the ability to learn new systems and processes as required.
9.1. Must be able to analyse large quantities of information in electronic format.
9.2. Must exercise sound judgement and be able to reach reasoned decisions, presenting information clearly, proportionately, and accurately.
9.3. Must demonstrate a high attention to detail and excellent command of plain written English.
9.4. Must be able to communicate professionally and effectively with colleagues, customers and stakeholders.
9.5. Must be able to work remotely, independently and with minimal supervision.
9.6. Must enjoy a team environment.
9.7 Must have a flexible attitude to work.
10. Equal Opportunities
10.1. Must be able to demonstrate a commitment to equal opportunities in relation to the work of TDS Ltd.
11.1. Must be able to handle a range of different tasks simultaneously and prioritise a heavy workload.
11.2. Must be able to demonstrate an affinity for excellent Customer Service.
11.3. Must be able to attain and retain membership of the Chartered Institute of Arbitrators.
11.4. Must be able to identify with the aims and objectives of TDS.
12. Required behaviour and attitude
13.1 Applicants must be able to demonstrate behaviour types in accordance with The Dispute Service’s behaviour and attitude requirements (TDS Values):
o Customer Excellence
o Making a difference
13. Desirable characteristics
14.2 Demonstrate a practical knowledge and experience of:
o the work of residential lettings agents.
o interest in housing issues, particularly the private rented sector.