Warning
Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.
Adjudicator Manager
| Dyddiad hysbysebu: | 31 Gorffennaf 2024 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 09 Awst 2024 |
| Lleoliad: | UK |
| Gweithio o bell: | Yn gyfan gwbl o bell |
| Cwmni: | The Property Ombudsman |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
Purpose of the role
You will be responsible for leading, engaging, developing, and motivating a team of expert Adjudicators, to produce considered case resolutions to the highest standards, both in terms of quality and timeliness.
You will also manage the flow of day-to-day operations within the team to ensure an efficient and effective casework journey.
Line Management Responsibilities
• Motivate and engage Adjudicators, to ensure they provide an effective service.
• Drive change, performance, and continuous improvement within the team by reference to the Decision Maker Competency Framework.
• Be accountable for the performance of your team members, managing individual performance including undertaking regular performance reviews, identifying risks to performance achievement, and driving forward continuous improvement.
• Manage and be accountable for the day-to-day operations of your team.
• Band cases into the relevant level and allocate cases and workload to Adjudicators at the appropriate levels.
• Identify the training needs of the team and provide coaching and mentoring to support individual development.
• Recruit and select quality team members and work with HR to ensure the effective onboarding of the new starters.
• Work with HR to manage day to day people issues within the team
• Maintain effective communication within the team to include regular team briefings and updates ensuring remote team members are fully engaged.
• Approve leave requests and plan holidays for direct reports to ensure sufficient resource exists to meet productivity targets.
Case Work and Decision Making
• Review and sign off cases in line with the Scheme of Delegation.
• Provide mentoring on case work to ensure consistent application of Codes of Practice, Terms of Reference and TPO approach.
• Draft service level complaint responses for the Ombudsman in relation to the teams’ handling of cases.
• Provide answers to queries received from agents.
• Provide case specific guidance to individual team members.
• To sign off Representations in line with the Scheme of Delegation.
• Lead by example and create case work expertise within the teams.
• Monitor and improve the quality of the consumer experience, ensuring that consumer is at the heart of the process.
• Oversee and deliver casework as appropriate within the Scheme of Delegation.
Other
• To attend relevant external meetings to represent TPO.
• To act and comply in accordance with all company policies and procedures.
• Any other duties as may be reasonably allocated from time to time.
We are looking for:
• Line Management experience and experience of working in the one or more of; housing sector, an ombudsman service, a regulator, within a housing or public law legal practice.
• Degree level education or equivalent work experience.
• Experience of managing high performance teams.
• Demonstrable ability of being driven, proactive and passionate about providing an exceptional service delivery through your team.
• Excellent communication/interpersonal/negotiating skills, written and verbal.
• Resilience and proven experience of working well under pressure.
• Ability to assimilate large volumes of written material and make balanced decisions and produce a detailed written report on findings.
• Excellent problem-solving and critical thinking skills.
• The ability to deal effectively with issues, demonstrating tact and diplomacy
• Investigative and inquisitive mind.
• Excellent prioritising, analytical and organisational skills.
• Tenacity, positive can-do attitude, and ability to lead by example
• Competent in the use of Microsoft Products
You will be responsible for leading, engaging, developing, and motivating a team of expert Adjudicators, to produce considered case resolutions to the highest standards, both in terms of quality and timeliness.
You will also manage the flow of day-to-day operations within the team to ensure an efficient and effective casework journey.
Line Management Responsibilities
• Motivate and engage Adjudicators, to ensure they provide an effective service.
• Drive change, performance, and continuous improvement within the team by reference to the Decision Maker Competency Framework.
• Be accountable for the performance of your team members, managing individual performance including undertaking regular performance reviews, identifying risks to performance achievement, and driving forward continuous improvement.
• Manage and be accountable for the day-to-day operations of your team.
• Band cases into the relevant level and allocate cases and workload to Adjudicators at the appropriate levels.
• Identify the training needs of the team and provide coaching and mentoring to support individual development.
• Recruit and select quality team members and work with HR to ensure the effective onboarding of the new starters.
• Work with HR to manage day to day people issues within the team
• Maintain effective communication within the team to include regular team briefings and updates ensuring remote team members are fully engaged.
• Approve leave requests and plan holidays for direct reports to ensure sufficient resource exists to meet productivity targets.
Case Work and Decision Making
• Review and sign off cases in line with the Scheme of Delegation.
• Provide mentoring on case work to ensure consistent application of Codes of Practice, Terms of Reference and TPO approach.
• Draft service level complaint responses for the Ombudsman in relation to the teams’ handling of cases.
• Provide answers to queries received from agents.
• Provide case specific guidance to individual team members.
• To sign off Representations in line with the Scheme of Delegation.
• Lead by example and create case work expertise within the teams.
• Monitor and improve the quality of the consumer experience, ensuring that consumer is at the heart of the process.
• Oversee and deliver casework as appropriate within the Scheme of Delegation.
Other
• To attend relevant external meetings to represent TPO.
• To act and comply in accordance with all company policies and procedures.
• Any other duties as may be reasonably allocated from time to time.
We are looking for:
• Line Management experience and experience of working in the one or more of; housing sector, an ombudsman service, a regulator, within a housing or public law legal practice.
• Degree level education or equivalent work experience.
• Experience of managing high performance teams.
• Demonstrable ability of being driven, proactive and passionate about providing an exceptional service delivery through your team.
• Excellent communication/interpersonal/negotiating skills, written and verbal.
• Resilience and proven experience of working well under pressure.
• Ability to assimilate large volumes of written material and make balanced decisions and produce a detailed written report on findings.
• Excellent problem-solving and critical thinking skills.
• The ability to deal effectively with issues, demonstrating tact and diplomacy
• Investigative and inquisitive mind.
• Excellent prioritising, analytical and organisational skills.
• Tenacity, positive can-do attitude, and ability to lead by example
• Competent in the use of Microsoft Products