Head of Dispute Appointment Services

                        Full Time 

                £50,000 - £60,000



Hours: 35 hours a week

Salary: 50-60k

Reporting to: Director of Governance and Legal Services

Location: Holborn  


Job Purpose

The post holder will provide effective innovation, leadership and management of all matters relating to Dispute Appointment Services (DAS).  

In particular, the role requires the management and development of two Executives ensuring appropriate workload and delivery to necessary timelines and to instill a culture of continuous improvement. The candidate will also be required to identify potential risks in relation to quality assurance and identify appropriate solutions and improvements to mitigate the risks.

This job description is intended as an outline indicator of general areas of activity and will be amended in light of the changing needs of CIArb DAS. It is expected that the post holder will be as positive and flexible as possible in using this document as a framework.


Main Responsibilities:

Presidential Appointments

  1. With the marketing and events teams, assist in identifying appropriate target audiences in order to promote the Presidential Appointments Service.
  2. Manage all aspects of the ad-hoc Presidential Appointments Service, including the appointment of suitable 3rd party resolvers in line with CIArb service level agreements.
  3. Implement, manage and maintain all quality assurance processes relating to the appointment of 3rd party resolvers.
  4. With the Director of Governance and Legal Services and the Panels Management Group, develop and manage the neutrals database to ensure that information is current and relevant and that the database is fit-for-purpose.
  5. Provide Executive support as required to the Panels Management Group.
  6. Undertake case management administration as appropriate and manage the administrative staff responsible for assisting in the administration of applications for Presidential Appointments.
  7. Work with the Panels Management Group (PMG) to manage the Panel Appointment Certificate renewal process for all members of CIArb’s Presidential Panels, ensuring the timely processing of applications and adherence to The Guidance and any accompanying instructions from PMG.

Other Services

  1. Work with the Director General, Director of Governance and Legal Services and marketing team to identify, develop and promote dispute resolution rules and/or specialist schemes both within UK and worldwide for which there is demand.
  2. Oversee the implementation of dispute resolution rules and/or specialist schemes to the satisfaction of relevant stakeholders and the requirements of CIArb’s committees, including the Panels Management Group and Practice & Standards Committee.
  3. Manage all aspects of CIArb’s specialist ADR schemes, including implementing and overseeing, where appropriate, scheme panels and the processing of applications to join such panels.
  4. Undertake case management administration as appropriate and manage the administrative staff responsible for assisting in the administration of applications for appointments under the dispute resolution rules and/or specialist schemes.

External Relations

  1. Promote the use of ADR to decision-makers and influencers on an international basis, which may include governments, judiciaries and businesses (large corporates and small and medium-sized enterprises).
  2. With the Director General and other Directors, develop productive relationships with other institutions with an interest in dispute resolution.
  3. With the marketing and events team deliver the annual DAS Convention.

Cross-institute working

  1. Liaise with the Institute’s boards and committees to expedite the decision-making process, while maintaining effective governance.
  2. Contribute to the academic content of events (including identifying speakers), and explore new commercial markets for the Institute’s activities.
  3. With the Director of Education and Academic Research and the Head of Policy and Public Affairs ensure that the close relationships required to develop and deliver programmes, events, courses, publications, academic initiatives and other activities, are actively fostered and mutually reinforced.

Other Tasks and Responsibilties  

  1. With the Director of Governance and Legal Services, produce and manage business plans and annual budgets.  
  2. Contribute effectively to the overall management of the Institute.
  3. With the Directors and Head of IT, ensure that the IT systems required are both effective and properly maintained.
  4. Respond to enquiries from CIArb members and members of the public on all aspects of dispute resolution.
  5. Undertake other tasks and activities as required from time to time.


Who are we looking for:


  • Educated to degree level
  • Relevant postgraduate and/or professional qualification in a legal, business and/or dispute resolution discipline

Background & Experience

  • Senior professional in a comparable organisation with proven commercial acumen and the ability to develop effective business strategies
  • Experience of implementing robust quality assurance processes
  • Experience in developing and managing partnership relationships.
  • Proven success in leading teams to deliver high quality customer focused service
  • Knowledge of the ADR market and key competitors.
  • Experience of managing resources, budgets and business plans and meeting financial targets effectively.
  • Experience in sales to government departments and other large organisations
  • Experience and knowledge of working within a governance structure in the not-for-profit sector

Skills & Competencies

  • Leads and inspires the team to develop and deliver
  • Is results driven, has a positive ‘can-do’ attitude and demonstrates high energy and an inclusive approach to decision making
  • Flexible and innovative
  • Outstanding organisational skills and the ability to manage and prioritise multiple projects with conflicting deadline pressures and competing priorities
  • Excellent interpersonal skills with the ability to communicate effectively at all levels, always demonstrating tact and diplomacy
  • Excellent analytical and problem-solving skills with meticulous attention to detail
  • Demonstrates integrity, trust, openness and respect in dealings with people

Knowledge of:

  • The Arbitration Act 1996 and equivalent legislation in other major jurisdiction
  • The procedures required for appointing dispute resolvers
  • The ADR community including arbitral centres, firms and individual dispute resolvers