JD Complaints Investigator Adjudicator

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					THE DISPUTE SERVICE LTD



JOB DESCRIPTION

Job title:                   Complaints Investigator/Adjudicator
Accountable to:              Head of Adjudication / Independent Case Examiner (ICE)

Accountable for:             Investigation of complaints about TDS adjudications.

                             Delivery of adjudications in disputes arising under the Tenancy
                             Deposit Schemes within specified time limits.

                             Adjudication on other complaints/disputes as agreed.

Liaison with:                Senior Managers
                             Complainants
                             Deposit takers
                             Other interested bodies

Job summary:                 Consideration and adjudication of deposit disputes and other
                             disputes/complaints.


No job description can cover every issue that might arise and the post holder is expected to carry
out other duties from time to time, broadly consistent with those listed below.

PURPOSE

1.   To investigate and prepare responses to complaints about TDS adjudications.

2.   To adjudicate disputes in accordance with instructions received from the Head of Adjudication
     / Independent Case Examiner (ICE), Deputy Independent Case examiners (DICE), and
     Casework Scrutiny managers (CSMs).

3.   To do so in the time limits specified.

4.   To advise the Head of Adjudication at his request, his staff and other adjudicators on matters
     pertaining to disputes and complaints with which the Company is dealing.

PRINCIPAL RESPONSIBILITIES

5.   Investigation of and response to complaints about TDS adjudications

     5.1 Consider the casework documentation provided.

     5.2 Discuss any unusual issues arising with the DICE or CSM as appropriate.

     5.3 Seek additional information from the parties to the complaint where necessary.

     5.4 Produce a complaint response in the required format and in the time limits specified, in
         accordance with Stage 1 of the Company’s complaints procedure.
    5.5 Prepare draft complaint response in the required format and in the time limits specified, in
        accordance with Stage 1 of the Company’s complaints procedure.

    5.6 Ensure TDS meets its performance targets for adjudication.

6   Adjudication of disputes/complaints

    6.1 Consider the casework documentation provided.

    6.2 Discuss any unusual issues arising with the DICE or CSM as appropriate.

    6.3 Seek additional information from the parties to the dispute where necessary.

    6.4 Submit an adjudication in the required format and in the time limits specified.

    6.5 Contribute to ensuring TDS meets its performance targets for adjudication.

7   General

    7.1 Attend training events as required.

    7.2 Keep abreast of changes in practice.

    7.3 Provide advice as requested (see paragraph 4 above).

    7.4 Attend and, as necessary, make contributions to, conferences, seminars and training
        courses organised by TDS to improve adjudicators’ knowledge and understanding of the
        work of TDS and its adjudication activity.

8   Equal Opportunities

    8.1 Implement the company’s Equal Opportunities Policy in respect of adjudication, ensuring
        that all policies and procedures are in accordance with good equal opportunities practice.

9   Independence and impartiality

    9.1 Ensure that the independence and/or impartiality of TDS’ adjudication service is not
        undermined.
PERSON SPECIFICATION

Essential characteristics

10 Job Knowledge

    10.1 Must be able to demonstrate practical knowledge and experience of:

          10.1.1   resolving disputes;
          10.1.2   undertaking casework;
          10.1.3   administration systems;
          10.1.4   dealing with professionals in different spheres of activity;
          10.1.5   analysing data, reaching conclusions, making recommendations;                 and
                   presenting clearly and concisely both orally and in writing.

11 Communication

    11.1 Must be able to present basic information clearly and concisely, both orally and in
         writing.
    11.2 Must possess good interpersonal skills, communicating effectively in order to gain
         information from, and inform, the parties to a dispute.

12 Equal Opportunities

    12.1 Must be able to demonstrate a commitment to equal opportunities in relation to the work
         of TDS Ltd.

13 General

    13.1 Must be able to identify with the aims and objectives of TDS Ltd.
    13.2 Must be willing and able to work remotely.
    13.3 Must be able to handle a range of different tasks simultaneously and prioritise a heavy
         workload.
    13.4 Must demonstrate common sense and good judgement
    13.5 Must be able to work unsupervised and to time.
    13.6 A flexible attitude to work is essential
    13.7 Experience of Microsoft Word.

Desirable characteristics

14 practical knowledge and experience of the private rented sector and the work of residential
   lettings agents.

15 Interest in housing issues.

16 Experience of Microsoft Excel, Outlook and Access.

				
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