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 youSalary of up to £140,000Hybrid working with a London-based officeExecutive leadership role with genuine strategic influenceOpportunity to lead organisational transformation and service improvement initiativesWork closely with regulators, government bodies and senior industry stakeholdersDrive innovation across customer service, dispute resolution and digital deliveryYour responsibilities as Director of Dispute ResolutionLead the customer service, case administration, adjudication and final decision teams to deliver an efficient, high-quality dispute resolution serviceDevelop and implement operational strategy while monitoring performance, budgets and service delivery against key objectivesEnsure compliance with regulations, accreditation requirements and organisational governance standardsProduce executive reports, operational insights and performance analysis for senior leadership and board meetingsDrive continuous improvement through technology, AI integration, forecasting and service developmentBuild and maintain strong relationships with regulators, industry partners and senior stakeholders while overseeing complex escalated casesWhat we're looking for in a Director of Dispute ResolutionFull UK driving licence with the ability to travel nationally when requiredSenior leadership experience within an Ombudsman, Alternative Dispute Resolution or consumer complaints environmentProven experience leading large operational teams delivering complex case management or dispute resolution servicesStrong understanding of governance, regulatory compliance, operational reporting and performance managementExperience using CRM or case management systems alongside data and insight to drive service improvementsWorking HoursFull-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.TPBN1_UKTJ