Case Administrator

Fleet Street, London, EC4Y
Full-time £21,000 per annum. Part-time/ Flexible pro-rata depending on contracted hours
23 May 2018
22 Jun 2018
Contract Type

Supported by a team of trained adjudicators, mediators and arbitrators, our Consumer Services team provides assistance to thousands of consumers across a wide range of business sectors. Amongst our most well-known schemes are the Aviation Adjudication Scheme, which deals with passenger complaints related to flights on over 600 UK registered aircraft; CISAS, which provides adjudication for the customers of communications companies when they are unable to resolve complaints directly with the company; the Postal Redress Service (POSTRS) for complaints about Royal Mail and the Water Redress Scheme (WATRS) for disputes between customers and the water and sewerage companies of England and Wales.

Responsibilities will include:

  • Taking enquiries from the general public by telephone, email and twitter and dealing with them in accordance with high performance and service standards
  • Processing new applications for dispute resolution and assessing eligibility
  • Assisting the claims teams at subscribing companies on effectively managing their cases
  • Providing support to CEDR’s panel of ADR Officials

The successful candidate will  display the following behaviours:

Planning, Organising & Delivering

  • Organises own time effectively
  • Effectively displays resilience 
  • Understands and considers financial and reputational risk
  • Takes responsibility and overcomes obstacles to deliver on commitments
  • Seeks opportunity to take the initiative


  • Acts as a role model to others
  • Is driven, motivated and energises others
  • Embraces and champions change
  • Represents the organisation in a professional and positive manner

Communication, Relationships & Team Contribution

  • Contributes to effective teamwork
  • Builds and maintains key relationships with internal and external stakeholders
  • Communicates with clarity and credibility
  • Uses a win/win approach to resolve differences
  • Collaborates and supports others

Customer Focus

  • Identifies and anticipates customers’ needs
  • Ensures customers’ needs are met appropriately
  • Seeks feedback in order to improve the customer experience

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