Careers at The Dispute Service Ltd.

 

  • Business Analyst and Project Lead
  • Adjudicator

Business Analyst and Project Lead

Accountable to:

Head of Business Support

Liaison with:

  • TDS customers
  • TDS colleagues
  • TDS suppliers
Job Summary

The Dispute Service Limited (TDS) is looking to recruit a bright and enthusiastic Business Analyst/ Project Lead to work on our “Cloud” based applications. This is an opportunity to join an online digital company, based in Hemel Hempstead, that is a commercially focused not for profit organisation.

To act as business analyst and project lead for Information Systems improvements and projects which arise from business need. All projects must be delivered according to agreed deadlines and budget whilst following an agreed project management methodology.

The role includes gaining full understanding of the business requirements of each project, attending meetings with internal and external customers as appropriate and ensuring project delivery. This includes coordinating the efforts of team members and third-party contractors or consultants as well as other employees and stakeholders and includes responsibility for all project documentation including technical specifications. The post holder must demonstrate a comprehensive understanding of the technical environment in which TDS is operating.

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.



PRINCIPAL RESPONSIBILITIES

  • Work with the Head of Business Support and Head of Technology Services to deliver business improvements and projects.
  • Investigative work to determine business opportunities, identifying improvements in information systems and data management. You will use business experience and skills to assess and advise on the practicability of alternatives, marrying up technical limitations with operational realities.
  • Demonstrate full understanding of the business goals for the agreed projects and ensure delivery is aligned to the TDS IT Strategy, business plans and in accordance with best practice.
  • Use a creative and innovative approach to problem solving whilst maximising the use of available systems and resources. Think laterally in order to optimise the future proofing of the solutions implemented. Take responsibility for system design, implementation, test and technical sign-off.
  • Ensure all technical project documentation is completed as required before sign-off and is stored and managed appropriately.
  • Define project scope, goals and deliverables that support business goals whilst working in full collaboration with staff and all stakeholders.
  • Plan, schedule and track project timelines, milestones and delivery using appropriate tools, ensuring that projects are controlled and managed effectively.
  • Estimate the resources needed to achieve project goals.
  • Direct and manage project development from beginning to end, including identifying and managing project dependencies and critical path.
  • Develop and deliver progress reports, proposals, requirements documentation, presentations, training, and facilitate workshops.
  • To be professional and conduct yourself with integrity at all times.
  • To prepare, or assist in the preparation, of change request documents in line with TDS’ ISO27000 procedures.

PERSON SPECIFICATION

Essential characteristics

1. Candidates should be able to demonstrate directly relevant experience such as below:

  • Solid experience as a Business Analyst and delivering projects (at least 2 years' experience)
  • Strong background in customer experience/ customer journeys, etc. is required
  • Strong intellectual curiosity and a passion for solving interesting problems
  • Excellent written and oral communication skills
  • Good interpersonal skills and proven ability to work successfully in a team
  • Analytical mind with proven data collection and analysis skills
  • High levels of rigour and excellent attention to detail
  • Ability to translate objectives and outcomes into manageable steps/actions
  • Ability to prioritise tasks and/or conflicting demands effectively and execute them in a high-pressure environment in which working on one’s own initiative is essential
  • Ability to draft reports and compose effective business correspondence
  • Knowledge of planning and/or project management processes, principles, and techniques
  • Technical competence in Microsoft Word, PowerPoint, Excel and Outlook
  • Professional demeanour and discretion
  • Willing to be flexible, travel and work out of office hours where necessary
  • Ability to promote an equitable, respectful and positive work environment

The following experience is desirable:

  • A qualification or industry-standard accreditation in a structured project management methodology or technique.
  • A qualification or industry-standard accreditation in Business Analysis.
  • Understanding and experience of system development life cycles (Waterfall, Agile etc.)
  • Understanding of, and preferably experience of an ecommerce environment which is process driven but has a large back-office environment
  • Experience with case management/helpdesk software
  • Some experience of SQL and/or PHP would be an advantage

Education:

  • Educated to minimum Bachelor’s degree or equivalent with strong proven academic performance;

2. Equal Opportunities

a) Must be able to demonstrate a commitment to equal opportunities in relation to the work of The Dispute Service Ltd.

3. Required behaviour and attitude

Applicants must be able to:

  • Show exceptional attention to detail and be organised enough to juggle projects, meet deadlines and work under your own initiative;
  • Demonstrate common sense and good judgement;
  • Have a flexible attitude to work;
  • Work unsupervised;
  • Identify with the aims and objectives of The Dispute Service;
  • Demonstrate behaviour types in accordance with The Dispute Service’s behaviour and attitude requirements (The 8 C’s):
    • really care about our customers;
    • are curious about the work we do;
    • embrace change positively;
    • always co-operate with colleagues;
    • seek to cultivate success within your team;
    • ensure you challenge the status quo;
    • are committed to excellence in all that we do;
    • help create a great place to work.
How to apply

If you think you are suitable for the role, please send your CV and cover letter explaining your suitability for the role to:

  • Josanne Leon, Head of Human Resources
  • Email: josanne.leon@tenancydepositscheme.com

Adjudicator

Accountable to:

Director of Dispute Resolution

Accountable for:

Delivery of adjudications in disputes arising under the various tenancy deposit schemes operated by The Dispute Service and its subsidiaries, to prescribed standards and within specified time limits.

Adjudication on other complaints/disputes as agreed.

Liaison with:

  • Senior Managers of TDS
  • Complainants
  • Deposit takers
  • Other interested bodies
Job Summary

Consideration and adjudication of deposit disputes and other disputes and complaints, whilst securing the independence and effectiveness of the adjudication process.

This is a varied and exciting role and requires a positive, flexible and hardworking person able to handle a variety of tasks and make decisions about the future progress of disputes. Adjudicators must be able to prioritise a busy workload and have a sound knowledge – and ability to apply in practice – the Scheme’s Rules.

This is an employed role.

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.

In this Job description, “TDS” means “The Dispute Service Ltd”.



PRINCIPAL RESPONSIBILITIES

  1. Adjudications
    1. To adjudicate disputes in accordance with
      1. instructions received from, and targets set by, TDS’ Assistant Director of Dispute Resolution, Senior Adjudicators and Dispute Resolution Managers; and
      2. the requirements of the approved Adjudicators’ Code of Conduct.
    2. In the course of adjudicating disputes:
      1. consider the casework documentation provided;
      2. discuss any unusual issues arising with the TDS Assistant Director of Dispute Resolution, Senior Adjudicator, or other members of the TDS dispute resolution team as appropriate;
      3. seek additional information from the parties to the dispute where necessary; and
      4. submit an adjudication in the required format and in the time limits specified.
    3. Contribute to ensuring TDS meets its Service Level Agreement obligations in relation to adjudication.
    4. Contribute to the improvement of adjudication methodology in general
    5. Undertake the resolution of certain types of cases as instructed by the Assistant Director of Dispute Resolution.
    6. Undertake dispute resolution where the issues are clear and full adjudication is unnecessary
  2. Delivering a great service
    1. Work with other colleagues to adopt new approaches to casework in consultation with the Assistant Director of Dispute Resolution.
    2. Produce adjudication decisions which will deliver high levels of customer satisfaction for the adjudication service.
    3. Respond to complaints about the quality of adjudication decisions.
    4. When reviewing complaints about adjudication activities, draw on any lessons that could be learnt in conjunction with the TDS Assitant Director of Dispute Resolution.
  3. Records/Data Management
    1. Maintain existing records within the dispute resolution process, as required.
    2. Contribute to the continuing development of Operating Procedures.
  4. Training Events
    1. Attend training events as required.
    2. Keep abreast of changes in practice.
  5. External relations
    1. As instructed by TDS’ Assistant Director of Dispute Resolution:
      1. identify Scheme users who appear to have inadequate understanding of the adjudication requirements, and inform the TDS’ Director of Dispute Resolution as necessary;
      2. contribute to the development of initiatives aimed at improving customer satisfaction and improving customer knowledge and understanding of the operation of the various tenancy deposit schemes operated by The Dispute Service and its subsidiaries.
  6. General
    1. Undertake any other duties as may reasonably be required by TDS’ Assistant Director of Dispute Resolution.
    2. Keep abreast of developments in the private rented sector.
    3. Carry out the role in a manner which will deliver high levels of customer satisfaction for the adjudication service.
    4. Contribute towards TDS Customer Service Excellence accreditation.
  7. Equal Opportunities
    1. Implement TDS’ Equal Opportunities Policy in respect of adjudication functions, ensuring that all policies and procedures are in accordance with good equal opportunities practice.
  8. Independence and impartiality
    1. Ensure that the independence and/or impartiality of the adjudication service is not undermined.
  9. Required behaviour and attitude
    1. Applicants must be able to:
      1. demonstrate an affinity for excellent Customer Service;
      2. handle a range of different tasks simultaneously and prioritise a heavy workload;
      3. demonstrate common sense and good judgement;
      4. have a flexible attitude to work;
      5. work unsupervised;
      6. identify with the aims and objectives of The Dispute Service;
      7. demonstrate behaviour types in accordance with The Dispute Service’s behaviour and attitude requirements (The 8 C’s):
        1. really care about our customers;
        2. are curious about the work we do;
        3. embrace change positively;
        4. always co-operate with colleagues;
        5. seek to cultivate success within your team;
        6. ensure you challenge the status quo;
        7. are committed to excellence in all that we do;
        8. help create a great place to work.
  10. PERSON SPECIFICATION

    Essential characteristics

  11. Job Knowledge
    1. Must be able to demonstrate practical knowledge and experience
      1. resolving disputes;
      2. undertaking casework;
      3. digesting large volumes of information in electronic format;
      4. analysing data, reaching conclusions, making recommendations; and presenting clearly and concisely both orally and in writing;
      5. Microsoft Word, Excel, & Outlook;
      6. dealing with professionals in different spheres of activity.
    2. Communication
      1. Must be able to present basic information clearly and concisely, both orally and in writing.
      2. Must be able to communicate effectively in order to gain information from, and inform, the parties to a dispute.
      3. Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues and other stakeholders.
    3. Equal Opportunities
      1. Must be able to demonstrate a commitment to equal opportunities
    4. General
      1. Must be able to handle a range of different tasks simultaneously and prioritise a heavy workload with the ability to meet deadlines.
      2. Must demonstrate excellent attention to detail.
      3. Must demonstrate common sense and good judgement.
      4. A flexible attitude to work is essential.
      5. Must be able and willing to work remotely, unsupervised, and to time.
      6. Must be able to demonstrate an affinity for excellent Customer Service.
      7. Must be able to attain and retain membership of the Chartered Institute of Arbitrators.
      8. Must be able to identify with the aims and objectives of TDS.
  12. Desirable characteristics

  13. Legal qualification (law degree level or equivalent – LLB, LPC, Chartered Legal Executive)
  14. Strong property background and/or good knowledge of landlord and tenant law.
  15. Demonstrate a practical knowledge and experience of:
    1. Alternative dispute resolution;
    2. administration systems;
    3. the work of residential lettings agents;
    4. interest in housing issues, particularly the private rented sector.
How to apply

If you think you are suitable for the role, please send your CV and cover letter explaining your suitability for the role to:

  • Josanne Leon, Head of Human Resources
  • Email: josanne.leon@tenancydepositscheme.com

RSS Feed Latest TDS News

#NewsStory: High quality service recognised - TDS retains BSI accreditation

The Dispute Service Ltd, the Government-appointed administrators for the Tenancy Deposit Scheme (TDS), which includes the Insured and Custodial schemes, have once again retained their Certificate of Registration for Customer Satisfaction Management under ISO 10002.

28th November 2018