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Senior Adjudicator - Head of Operations
Location: London
Salary: Neg

Must be UK Citizen or right to work.

My client manages and operates business processes for leading global organizations. The organization custom-designs, implements and operates over 400 processes, many of them end-to-end, working as an extension of the client’s enterprise. My client has four comprehensive industry based business units focusing on different work streams.

Responsibilities

Operational

  • Ultimate responsibility for the delivery of high-quality consumer dispute resolution services to our subscribing customers
  • Ensuring compliance with all contractual and regulatory SLA’s and KPI’s
  • Ensuring sufficient customer service agent and adjudicator resources are available to service the needs of each scheme, and maintain short- and medium-term plans accordingly
  • Oversee rolling improvement and change programmes focused on efficiency and customer satisfaction
  • Manage customer complaints process ensuring all complaints are thoroughly investigated in compliance with regulatory requirements and any lessons learned are implemented

Clients & regulatory

  • Serve as senior point of contact including regular face-to-face meetings throughout the UK
  • Lead on quarterly analysis of each subscribing company’s dispute activity, including delivery of a detailed written report providing insight and guidance
  • Act as first point of contact and engagement for potential new subscribing companies; and lead all ‘on-boarding’ of new subscribers
  • Act as senior point of contact for UK regulators, including attendance at regular compliance meetings and submission of service data for scrutiny

Team management

  • Provide inspirational leadership across the department, helping to ensure a motivated and committed workforce of staff ranging from trainee call handlers to senior adjudicators
  • Devise, implement and coordinate delivery of training programs for line managers and frontline staff focused on increasing capabilities and maintaining excellent customer services standards
  • Mentor line managers and provide leadership to the Contact Centre and Employed Adjudicator departments

Business management

  • Develop and implement yearly business plan, including budget and resource projections, and business development strategy.
  • Prepare and present monthly reports on business performance to the senior executive team
  • Collaborate with colleagues on the preparation and presentation of tender proposals

Required skills and experience

  • At least 7+ years’ experience working in Alternative Dispute Resolution
  • Previous experience in running a customer contact centre with large teams of 10+ FTE
  • Legally qualified with regulatory and compliance experience
  • Previous experience of working as an adjudicator or arbitrator in the consumer field, preferably in utilities, telecommunications and aviation
  • Trained mediator
  • Project management skills and ability to ensure deadlines are met with minimal supervision
  • Experience with use of multiple case management systems and CRMs
  • Great attention to detail, with impeccable verbal and written English skills.

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