This is a 3-month contract role with a local authority, focused on managing and resolving complaints, mediation cases, and tribunal matters. The position is crucial for ensuring fair, timely, and person-centred dispute resolution, aligning with organisational policies, statutory requirements, and best practices. The role aims to minimise risk to the organisation while maintaining high standards of service delivery.

Manage a caseload of complaints, mediation cases, and tribunal applications, ensuring timely and effective resolution.
Investigate complaints thoroughly, gather evidence, analyse information, and prepare clear reports and recommendations.
Act as a key point of contact for complainants, service users, and representatives, ensuring professional and empathetic communication.
Coordinate and facilitate mediation processes to achieve early and informal resolution where appropriate.
Prepare case files, submissions, and documentation for tribunal hearings, ensuring compliance with legal and procedural requirements.
Represent the organisation at tribunal hearings when required, or support legal representatives with case preparation.

Proven experience in handling complaints, mediation, or tribunal cases within a regulated or public sector environment.
Experience conducting investigations and producing detailed reports.
Experience working with complex or sensitive cases involving multiple stakeholders.
Knowledge of dispute resolution techniques, including mediation practices.
Experience preparing documentation for legal or formal proceedings is desirable.

Relevant degree or equivalent experience (e.g., Law, Public Administration, Social Policy, or related field).
Professional qualification or training in mediation, complaints handling, or dispute resolution (desirable).
Evidence of continuous professional development in a relevant area.

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