Director of Dispute Resolution

Candidate Source

Every decision you make has the potential to restore confidence, resolve complex disputes and shape the standards of an entire sector. This confidential opportunity for a Director of Dispute Resolution will place you at the heart of a respected organisation, leading a large operational function while influencing strategy, governance, service quality and organisational performance. 

This is a rare opportunity to join the senior leadership team of an established organisation where you'll oversee a high-performing department responsible for customer contact, case administration, adjudication and final decisions. You'll shape the future direction of the service while ensuring fair, impartial and timely outcomes for consumers and businesses alike. 

What's in it for you
  • Salary of up to £140,000
  • Hybrid working with a London-based office
  • Executive leadership role with genuine strategic influence
  • Opportunity to lead organisational transformation and service improvement initiatives
  • Work closely with regulators, government bodies and senior industry stakeholders
  • Drive innovation across customer service, dispute resolution and digital delivery
Your responsibilities as Director of Dispute Resolution
  • Lead the customer service, case administration, adjudication and final decision teams to deliver an efficient, high-quality dispute resolution service
  • Develop and implement operational strategy while monitoring performance, budgets and service delivery against key objectives
  • Ensure compliance with regulations, accreditation requirements and organisational governance standards
  • Produce executive reports, operational insights and performance analysis for senior leadership and board meetings
  • Drive continuous improvement through technology, AI integration, forecasting and service development
  • Build and maintain strong relationships with regulators, industry partners and senior stakeholders while overseeing complex escalated cases
What we're looking for in a Director of Dispute Resolution
  • Full UK driving licence with the ability to travel nationally when required
  • Senior leadership experience within an Ombudsman, Alternative Dispute Resolution or consumer complaints environment
  • Proven experience leading large operational teams delivering complex case management or dispute resolution services
  • Strong understanding of governance, regulatory compliance, operational reporting and performance management
  • Experience using CRM or case management systems alongside data and insight to drive service improvements
Working Hours
Full-time with hybrid working, including a minimum of one day per week in the London office. 

If you're ready to take the next step as Director of Dispute Resolution, we'd love to hear from you.

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