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CEDR Supported Hiring – Complaint Redress Practice & Quality Officer

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Location: UK: Remote with access to London as required

Opportunity: Supported Hiring into permanent full time role with flexible working options available

Start date: January 2023

Apply by: 6 December 2022

The Centre for Effective Dispute Resolution (CEDR) specialises in mediation and alternative dispute resolution (ADR). The CEDR is an independent non-profit organisation and a registered charity. They are looking to recruit a Complaint Redress Practice & Quality Officer and welcome applications from individuals returning from a career break.

A successful candidate who has taken a career break of 18+months will receive coaching support through the transition period from Women Returners. You may have taken time out for childcare or eldercare, for relocation, or for other reasons. You may have been working on a small-scale basis to fit around your other commitments or have not done any paid work for a number of years.

About CEDR

The aim of the CEDR is to provide society with skills and solutions for effective dialogue, and to bring about sustainable change.

To achieve this, the CEDR operates in four main ways:

  • Promoting mediation through events, schemes and services.
  • Providing dispute resolution for individuals, businesses, and other organisations.
  • Training mediators – to date, they’ve trained over 5,000 mediators worldwide.
  • Offering consultancy to organisations to help prevent and resolve conflict.

Whether you’re an individual consumer, a business, or any other organisation, the CEDR is here to help.

Complaint Redress Practice & Quality Officer

The CEDR is looking for a Complaint Redress Practice & Quality Officer. The successful candidate will undertake a wide variety of tasks crucial to the effective running of the business-to-consumer schemes operated by CEDR’s Complaint Redress Unit. The schemes employ a range of ADR methodologies including adjudication, arbitration, conciliation and complaints review, which the successful candidate will be able to confidently navigate.

A core duty of the role will be to implement and promote CEDR’s Quality Assurance Framework, which is a set of quality standards based upon the six caseworker competencies established by the Ombudsman Association.

The successful candidate will incorporate the Framework’s standards into all aspects of their work. They will be expected to demonstrate an ability to develop a detailed knowledge of CEDR’s consumer ADR schemes; consistently apply the relevant rules, law and guidance in a rational and pragmatic manner; take independent decisions that are accurate and fair; respect CEDR’s jurisdiction as well as the individual discretion of ADR officials; and complete a high volume of tasks whilst meeting strict deadlines. They will also be expected to anticipate any procedural, legal and commercial risks when undertaking their work and be able to adapt to these, keeping in mind the ‘bigger picture’.

CEDR is looking for candidates with:

  • Law degree or equivalent essential
  • Postgraduate vocational legal qualification (i.e. BPTC, LPC) preferred
  • Arbitration and/or mediation qualification preferred
  • Strong ability to quickly and accurately identify the salient issues and to distil and summarise complex information
  • Demonstrable experience of making difficult, evidence-based decisions on a fair and reasonable basis
  • Good general commercial experience (no sector specialism is necessary)
  • Excellent written and grammatical skills with a high attention to detail and the ability to communicate clearly and concisely in plain English, with a tone appropriate to the relevant audience
  • Professional and approachable manner, with the self-confidence to deal with people with a wide range of roles and backgrounds
  • Strong organisational skills and initiative, with an ability to prioritise and multi-task under pressure to tight deadlines
  • Solid problem-solving skills, with an ability to identify, risk assess, propose and apply solutions to issues in real time
  • Active and collaborative team player supporting colleagues across the organisation
  • Strong IT skills, including knowledge of Microsoft Office packages and the ability to learn new systems and processes as required

Why CEDR?

The CEDR is one of the world’s best-known mediation and alternative dispute resolution services. Its mission is to reduce the impact and cost of conflict by providing society with skills and solutions for effective dialogue, and to bring about sustainable change.

CEDR’s workforce consists of circa 70 staff based at its London headquarters; however, since the COVID19 crisis the organisation has been working largely remotely and intends to embrace flexible working permanently. Its workforce is dynamic and diverse, working on the basis that the organisation is only as good as the people who work there, the CEDR’s values of humanity, integrity, transformation, independence and tenacity run through everything we do, both externally and internally. The CEDR is a place where individual ideas and contributions are not only valued but actively encouraged, the workforce is driven and dedicated to the company mission (better conflicts, better outcomes, better world), and people are at the heart of the organisation, working collaboratively and building strong relationships along the way which stand the test of time.

How to Apply

Please submit your CV and cover letter stating the role you are interested in to Annmarie Savill recruitment@cedr.com. Please include that you found out about the role via Women Returners.

You can find out more about the opportunity by visiting CEDR here.

Closing date for applications is 6 December 2022 but please do apply ASAP.

For any questions regarding the role, please email recruitment@cedr.com