Director of Dispute Resolution

Every decision you make has the potential to restore confidence, resolve complex disputes and shape the standards of an entire sector. This confidential opportunity for a Director of Dispute Resolution will place you at the heart of a respected organisation, leading a large operational function while influencing strategy, governance, service quality and organisational performance. This is a rare opportunity to join the senior leadership team of an established organisation where you'll oversee a high-performing department responsible for customer contact, case administration, adjudication and final decisions. You'll shape the future direction of the service while ensuring fair, impartial and timely outcomes for consumers and businesses alike.What's in it for you\n

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• Salary of up to £140,000
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• Hybrid working with a London-based office
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• Executive leadership role with genuine strategic influence
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• Opportunity to lead organisational transformation and service improvement initiatives
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• Work closely with regulators, government bodies and senior industry stakeholders
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• Drive innovation across customer service, dispute resolution and digital delivery
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Your responsibilities as Director of Dispute Resolution\n

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• Lead the customer service, case administration, adjudication and final decision teams to deliver an efficient, high-quality dispute resolution service
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• Develop and implement operational strategy while monitoring performance, budgets and service delivery against key objectives
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• Ensure compliance with regulations, accreditation requirements and organisational governance standards
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• Produce executive reports, operational insights and performance analysis for senior leadership and board meetings
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• Drive continuous improvement through technology, AI integration, forecasting and service development
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• Build and maintain strong relationships with regulators, industry partners and senior stakeholders while overseeing complex escalated cases
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What we're looking for in a Director of Dispute Resolution\n

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• Full UK driving licence with the ability to travel nationally when required
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• Senior leadership experience within an Ombudsman, Alternative Dispute Resolution or consumer complaints environment
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• Proven experience leading large operational teams delivering complex case management or dispute resolution services
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• Strong understanding of governance, regulatory compliance, operational reporting and performance management
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• Experience using CRM or case management systems alongside data and insight to drive service improvements
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Working Hours Full-time with hybrid working, including a minimum of one day per week in the London office. If you're ready to take the next step as Director of Dispute Resolution, we'd love to hear from you.Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.