Chief Operating Officer

Job summary:

Competitive salary
Based: Hemel Hempstead with flexible working
Closing: 19 January 2022

About us

The Dispute Service is a not-for-profit company, limited by guarantee and was established in 2003. Its core business is providing free tenancy deposit dispute resolution services across the UK, alongside tenancy deposit protection services in both custodial and insurance backed schemes in England & Wales, Scotland and Northern Ireland.

In the new year we will also be operating the New Homes Ombudsman Service; a new scheme commissioned by the New Homes Quality Board to provide redress for purchasers of new homes. This will sit alongside two recently developed landlord-tenant conciliation and mediation schemes [TDS Resolution and SDS Resolution].

We provide dispute resolution services for Zero Deposit [a deposit replacement guarantee product] and operate a Client Money protection scheme [MoneyShield]. We support two charities [TDS Charitable Foundation and the SafeDeposits Charitable Trust] which exist to raise standards in the private rented sector in England and Wales, and Scotland. We are also exploring a range of new services and products to help tenants in the private rented sector.

The Chief Operating Officer is a new post that brings together our key operational services in customer services, sales and marketing, adjudication and resolution to ensure we can continue to drive innovation, efficiencies, enhanced customer experience, profitability and maintain our #3 ranking in the UK Best 100 Not for Profit organisations.

The role

Reporting to the CEO and a key member of the Group Executive team [Deputy CEO [Resources], Director of Technology and Director of HR] the post is integral to our continuing success.

Growth is key to our future success so ensuring that sales, marketing and client success better co-ordinate their work to surpass our growth targets will be an important element of the work of the COO. Growth brings more customers and contacts into our customer operations team, and we want to ensure that we give an excellent service to all of our customers and learn from the insight we gather from all of our channels [on our deposit protection websites, through the Apps and from calls, emails and webchat]. The more deposits we hold the higher numbers of disputes that will eventually arise and will need to be dealt with by our resolution operations team and adjudication team. The small but very effective team based in Belfast will report to the COO, who will be expected to continue the strong relationship we have with the Department for Communities Northern Ireland. The postholder will also join the CEO and Deputy CEO in our regular engagement with officials from the Department for Levelling up, Housing and Communities in Westminster.

The Chief Operating Officer will see the connections between all of these teams and will orchestrate the various Heads of department to ensure our strategies are aligned, that operational performance is maximined, risks minimised and value for money achieved.

How to apply

For more information on the role please email: