Full-Time Adjudicator Manager
Job Description
We are seeking to appoint an Adjudicator Manager, with strong leadership skills and the ability to manage and inspire their team to ensure that they deliver excellent customer service whilst achieving productivity targets.
Adjudicator Manager
Salary: £48,822 FTE
Full-time
Location: Home based with occasional travel
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
How to Apply
If you are interested in this role, please send your current CV to recruitment@tpos.co.uk together with a covering note, outlining why you feel you are suitable for the role. Please send your application no later than 5pm on Friday 9 August 2024.
TPO Values Statement
We value the benefits of diversity and inclusion in society and our service. We are committed to the equal treatment of all current and prospective employees and do not condone discrimination based on age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. As a result, we are keen to meet people with different and varied experiences and encourage all applicants who feel they have the knowledge and skills to meet our criteria to apply for this role.
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