ADJUDICATOR/OMBUDSMAN

Accountable to: Head of TDS Adjudication Services

Liaison with:

Senior Managers
Tenants, Landlords, and Agents
Board members and employees of TDS
TDS Partners
Complainants
Other interested bodies
General public

Job summary:

Welcome, we are Tenancy Deposit Scheme. We were established in 2003 to operate tenancy deposit schemes across the UK and to provide dispute resolution services in relation to tenancy deposits. We are collaborative and forward-thinking with our colleagues and customers at the heart of everything we do. With our proven success, it is necessary to expand our team to ensure the services we offer continue to make a difference.

The role includes:

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.

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Principal Responsibilities

Adjudication and Mediation
Delivering a great service
Records/Data Management
Training Events
General - including carry out the role in a manner which will deliver high levels of customer satisfaction for TDS’ dispute resolution service
Equal Opportunities
Independence and impartiality

PERSON SPECIFICATION

Essential characteristics:

Job knowledge & Experience

8.1 Must hold and/or be able to demonstrate:

Honours degree or relevant professional qualification;

A minimum of 3-4 years’ experience in an adjudication role, preferably in a dispute resolution, complaints or regulatory environment;

Knowledge of mediation and conciliation processes. Practical experience or relevant qualification would be an advantage;

Ability to manage a large caseload and work under pressure and to tight deadlines; and

Sound knowledge of Microsoft Word, Excel, Outlook, Sharepoint, PowerPoint, Business Teams and Zoom and the ability to learn new systems and processes as required.

Skills

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.

Equal opportunities

Must be able to demonstrate a commitment to equal opportunities, diversity and inclusion.

General

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.

Required behaviour and attitude

Applicants must display our values:

Demonstrate an affinity for customer excellence;
Recognise the importance of fairness in all of our work;
Demonstrate how they are making a difference in the work that they do.
Be able to articulate the importance of teamwork.

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