Complaints & Governance Officer

We usually respond within two weeks

Job Title: Complaints & Governance Officer

Reporting to: Volunteer Experience Manager

Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Company Overview: 

Ciarb is an independent, charitable membership organisation committed to supporting the effective resolution of disputes, often referred to as private or alternative dispute resolution (ADR). Ciarb champions all aspects of dispute resolution across arbitration, mediation and adjudication, setting robust ethical standards. Ciarb delivers global learning and networking opportunities, qualifications, mentorship, research and resources, events, and best practice guidance for its members and dispute resolution practitioners.

Job Overview:

Reporting to the Volunteer Experience Manager, this is an engaging, hands-on position that involves supporting the Head of Governance and Volunteer Manager across a broad range of responsibilities. A key part of the role is serving as the primary contact for individuals who wish to express concerns, seek advice, or gather information regarding the complaints handling process. This includes managing and responding to both formal and informal inquiries and complaints in accordance with approved procedures, as well as ensuring compliance with Ciarb Bye Laws and Regulations.

In addition, the role will provide governance support to branches, ensuring they operate in line with organisational policies and regulatory requirements. You will assist with governance documentation, reporting, and compliance monitoring, as well as contribute to guidance and training for branch officers.

The role also supports the Volunteer Manager in strengthening volunteer engagement, recruitment, and retention, and in coordinating communications and recognition initiatives. By working closely with both branches and volunteers, you will help foster a positive, well-supported membership environment.

Key Responsibilities:

Complaints:

• Handling and timely processing of complaints, including complex cases
• Conducting initial assessments of complaints as prescribed in the Disciplinary Rules under the supervision of the Head of Governance.
• Formation of Peer Review Panels and the Professional Conduct Committee to review complaints.
• Handling and dealing with contentious issues that may arise from handling some complaints
• Liaising with the Chair of the Professional Conduct Committee to update them on matters relating to complaints.
• Preparation of reports on new complaints in line with agreed procedures.
• Preparation of reports and meetings of the Professional Conduct Committee.
• Manage the Legal inbox in relation to complaints.

Branch Governance & Volunteers:

• Provide administrative and advisory support to branches on governance matters, ensuring compliance with organisational policies and procedures.
• Assist branches with governance documentation, reporting requirements, and adherence to constitutional or regulatory obligations.
• Support the Volunteer Experience Manager in coordinating volunteer engagement, communications, and recognition initiatives.
• Contribute to the development and delivery of training or guidance materials for branch officers and volunteers.
• Help monitor and track branch governance compliance, escalating issues where necessary.
• Work collaboratively with the Volunteer Manager to strengthen volunteer recruitment, onboarding, and retention processes.

Requirements:

• Previous experience providing administrative, governance support or handling complaints within a membership, charity, or not-for-profit organisation.
• Strong analytical, investigation, and problem-solving skills, with the ability to handle conflicting information.
• Excellent written and verbal communication skills; able to clearly communicate decisions, prepare reports, guidance, and correspondence.
• Strong organisational, planning, scheduling, coordination, and time-management skills; able to manage multiple priorities and deadlines.
• Attention to detail, confidentiality, and sensitivity in handling complaints.
• Strong listening, interpersonal, and relationship-building skills with colleagues, volunteers, and external stakeholders.
• Understanding of charity governance, legislation, and volunteer management practices.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint), SharePoint, Teams, and confidence using databases or CRM systems.
• Ability to work independently and collaboratively within a team.
• Confident, proactive, and adaptable approach.

What's in it for you?

Contract: Permanent

Working Style: Full Time

Salary: £30,000 - £35,000 dependent on experience

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year

Pension: Generous Pension Scheme (from day 1 of joining)

Other Benefits:

• Employee Assistance Programme (EAP)
• Private Healthcare: Vitality Health
• Cycle-to-work scheme
• Season Ticket Loan
• Perkbox subscription (money-saving platform)

Successful candidates will be contacted in late October to arrange initial interviews.

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.

• Department
• Governance and Professional Standards
• Locations
• The Chartered Institute of Arbitrators
• Remote status
• Hybrid

About Ciarb

The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.

Already working at Ciarb?

Let’s recruit together and find your next colleague.

Legal & Compliance Officer

Job Title: Legal & Compliance Officer

Reporting to: Director of Corporate Services

Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Company Overview:

Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.

Job Overview:

The Legal & Compliance Officer will provide support to the Director of Corporate Services and other senior colleagues for contractual, legal, regulatory, and governance issues. The role ensures the organisation complies with statutory and regulatory requirements, manages risk, and supports the implementation of best practice in compliance, data protection, and contracts.

Key Responsibilities:

Legal:

• Source, review, and negotiate a range of contracts, including service agreements, supplier contracts, and partnership arrangements.

• Maintain a corporate contracts register and ensure compliance with contractual obligations.

• Triage and liaise with external legal advisers where specialist input is required.

Compliance:

• Monitor compliance with relevant legislation and regulatory requirements (e.g. GDPR, Charity Commission, Companies House).

• Support the Director of Corporate Services and Director of Governance in developing and maintaining compliance frameworks, policies, and procedures.

• Facilitate internal compliance monitoring and prepare reports for senior management and committees.

• Assist with risk management, including maintaining a risk register and supporting mitigation measures.

• Act as a point of contact and support for data protection queries and support.

Requirements:

Essential

• Familiarity with charity law, company law for limited by guarantee organisations, and regulatory reporting.

• Demonstrable experience in legal or compliance work, ideally in a membership body, charity, or similar organisation.

• Good knowledge of contract law, governance, and data protection.

• Strong analytical and problem-solving skills.

• Excellent written and verbal communication, with the ability to explain legal concepts to non-lawyers.

• High attention to detail and organisational skills.

Desirable

• Experience working in a membership or not-for-profit organisation.

• Law degree or equivalent legal qualification (may be part-qualified solicitor, legal executive, or experienced paralegal).

• Knowledge in policy development and implementation.

What's in it for you?

Contract: Permanent

Working Style: Full Time

Salary: £40,000–£45,000 (depending on experience)

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year

Pension: Generous Pension Scheme (from day 1 of joining)

Other Benefits:

• Employee Assistance Programme (EAP)
• Private Healthcare: Vitality Health
• Cycle-to-work scheme
• Season Ticket Loan
• Perkbox subscription (money-saving platform)

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.

• Department
• Corporate Services
• Locations
• The Chartered Institute of Arbitrators
• Remote status
• Hybrid

About Ciarb

The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.

Already working at Ciarb?

Let’s recruit together and find your next colleague.

Head of Education Delivery

We usually respond within a month

Job Title: Head of Education Delivery

Reporting to: Director of Education and Training

Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Company Overview:

Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.

Position Overview:

The Head of Education & Training at Ciarb will oversee the delivery, quality assurance, and continual improvement of Ciarb’s global education portfolio — including courses, qualifications, training programmes, and accreditation pathways.

This leadership role is pivotal in ensuring Ciarb’s education offering remains high-quality, relevant, and financially sustainable, while fostering the professional growth of members across the international dispute resolution community.

Working in close partnership with the Director of Education & Training, the postholder will lead and develop the Education & Training teams, champion innovation in course design and assessment, and collaborate with members, branches, and stakeholders to ensure programmes reflect both current practice and emerging trends in arbitration, mediation, adjudication, and other ADR mechanisms. The role will play a pivotal part in shaping the department’s long-term structure and strategy to support Ciarb’s organisational objectives.

Key Responsibilities:

• Lead and manage the Education & Training teams, overseeing accreditation and qualification delivery, assessment methodologies, and implementation of course development.
• Develop and implement strategies to enhance the quality and effectiveness of educational courses, while also ensuring financial sustainability.
• Liaise with membership base and stakeholders to understand their needs and advocate for their interests in the development of courses and training initiatives.
• Drive innovation and improvement in operational practices to optimise efficiency and effectiveness.
• Provide leadership and direction to a team of direct reports.
• Collaborate closely with the Director of Education and Training to align departmental goals with organisational objectives.
• Stay abreast of developments in the wider professional context of alternative dispute resolution,
• Shape and redesign the department to meet the evolving needs of the organisation, members and the profession.

Experience:

• Significant experience in education and training, preferably within a relevant industry or professional body.
• Strong understanding of accreditation processes, standard setting, and assessment methodologies.
• Demonstrated leadership and management skills, with experience overseeing teams and driving strategic initiatives.
• Commercial acumen and the ability to balance the financial considerations of educational programs with quality and impact.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Proven track record of delivering results and driving continuous improvement.

What's in it for you?

Contract: Permanent

Working Style: Full Time

Salary:  £55,000 - £63,000 (depending on experience)

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year

Pension: Generous Pension Scheme (from day 1 of joining)

Other Benefits:

• Employee Assistance Programme (EAP)
• Private Healthcare: Vitality Health
• Cycle-to-work scheme
• Season Ticket Loan
• Perkbox subscription (money-saving platform)

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.

• Locations
• The Chartered Institute of Arbitrators
• Remote status
• Hybrid

About Ciarb

The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.

Already working at Ciarb?

Let’s recruit together and find your next colleague.

People and Development Manager - Maternity Cover

Exciting 12-month maternity cover for a dynamic People & Development Manager to lead HR ops, elevate culture and EDI, drive smart recruitment, and empower our people team to deliver an outstanding emp

We usually respond within two weeks

Job Title: People & Development Manager - Maternity Cover

Reporting to: Director of Corporate Services

Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Company Overview:

Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.

Position Overview:

Key Responsibilities:

Operational People Leadership

• Oversee delivery of all people operations including recruitment, onboarding, employee relations, performance management, L&D coordination, payroll workflows and benefits administration.

• Provide expert advice on complex employee relations matters, ensuring risk-managed and people-centred outcomes.

• Manage and develop the People & Recruitment Advisor, offering coaching and clear direction.

Recruitment & Workforce Planning

• Lead on workforce planning discussions, ensuring recruitment aligns with organisational needs and budgets.

• Enhance recruitment processes, employer brand, and candidate experience.

• Ensure ATS processes are structured, efficient and data-rich.

Culture, EDI & Engagement

• Support initiatives to strengthen organisational culture, wellbeing and staff engagement.

• Oversee delivery of EDI actions and track progress.

Policy, Compliance & People Governance

• Maintain, review and update people policies and procedures.

• Ensure compliance with employment law, GDPR and best practice.

Learning, Development & Organisational Growth

• Support development of leadership capability and learning programmes.

• Identify skills gaps and recommend appropriate development interventions.

People Insights & Reporting

• Produce people data reports and metrics, providing insights to leadership.

• Support annual workforce planning and reward processes.

People Projects & Change Initiatives

• Lead or support projects focused on wellbeing, systems improvements, culture and organisational development.

Experience:

• CIPD Level 5 or Level 7 (or working towards) or equivalent experience.
• Strong experience in a broad generalist HR role with operational management responsibility.
• Demonstrated experience managing or coaching HR team members.
• Proven expertise handling complex employee relations cases.
• Experience improving people processes, policies, culture and engagement.
• Strong relationship-building, influencing and communication skills.
• Data-driven approach with ability to provide meaningful people insights.
• Commitment to EDI and modern, inclusive people practices.

What's in it for you?

Contract: FTC 12 months

Working Style: Full Time

Salary: £50,000 - £55,000 (depending on experience)

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year

Pension: Generous Pension Scheme (from day 1 of joining)

Other Benefits:

• Employee Assistance Programme (EAP)
• Private Healthcare: Vitality Health
• Cycle-to-work scheme
• Season Ticket Loan
• Perkbox subscription (money-saving platform)

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.

• Department
• People and Development
• Locations
• The Chartered Institute of Arbitrators
• Remote status
• Hybrid

About Ciarb

The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.

Already working at Ciarb?

Let’s recruit together and find your next colleague.

Director of Governance & Professional Standards

Fantastic opportunity for a Governance professional with charity experience. Lead our Governance strategy, ensuring integrity, transparency and effectiveness across HQ and our international branches.

We usually respond within a month

Job Title: Director of Governance and Professional Standards

Reporting to: Chief Executive Officer

Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Company Overview:

Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.

Position Overview:

The Director of Governance and Professional Standards plays a critical leadership role in ensuring the integrity, transparency, and effectiveness of Ciarb’s governance frameworks across both its international branches and headquarters. This role is based in London with a minimum requirement of 2 days in the office. The role also oversees the Institute’s commitment to high professional standards, member conduct, and compliance with regulatory expectations.

You will act as the principal governance adviser to the Board of Trustees, Committees, and senior leadership, embedding best practices in governance and professional standards. Support coordination with external legal counsel related to governance, as needed.

You will act as Ciarb’s principal Company Secretary and constitutional guardian, with specific responsibility for strengthening branch accountability through strong and clear governance, managing governance risk, and leading intervention where governance failure, regulatory exposure, or reputational risk arises. The role is explicitly governance‑led rather than legal‑advisory in nature.

Key Responsibilities:

Governance – Branches

• Develop, implement, and continuously improve governance frameworks, policies, and procedures for Ciarb’s global branch network.

• Provide guidance and training to branch chairs and committees to ensure adherence to Ciarb’s Constitution, Regulations, and best governance practices.

• Facilitate branch compliance with reporting obligations, elections, and governance reviews.

• Build strong relationships with branch leadership to ensure consistent application of Ciarb’s values and governance standards globally.

Governance – Headquarters

• Lead with management and oversight of HQ governance, ensuring alignment with Charity Commission requirements and relevant corporate governance codes.

• Act as Secretary to the Board and key Committees, ensuring effective governance support including agenda setting, papers, minutes, and follow-up.

• Support the Chair, President, and CEO in the execution of governance responsibilities and the strategic development of the Institute.

• Monitor compliance with the Charter, Bye-laws, and Regulations, advising on any changes required for legal or regulatory compliance with the support of external legal advice.

• Act formally as Company Secretary to the Board of Trustees.

• Oversee Board composition, succession, conflicts of interest, and trustee development.

• Ensure clear separation between governance and executive management.

• Lead Board and Committee effectiveness reviews.

Regulatory, Constitutional & External Oversight

• Act as Ciarb’s primary governance interface with the Charity Commission and Privy Council.

• Coordinate constitutional and Bye‑law changes.

• Oversee governance‑related regulatory correspondence.

Professional Standards

• Lead the strategy and operations for professional conduct, ethics, and member compliance with Ciarb’s standards.

• Oversee the complaints, disciplinary, and appeals processes, ensuring fair, consistent, and timely resolution in line with policy.

• Collaborate with internal and external stakeholders to uphold professional standards across all regions and practice areas.

• Ensure professional standards outcomes inform wider governance risk assessments.

• Champion continuous improvement and accountability in Ciarb’s professional practice frameworks.

Experience:

Essential

• Significant experience (typically 10+ years) in governance, legal, or regulatory roles within complex organisations, preferably with an international footprint.

• Demonstrated leadership in corporate or charitable governance, including board and committee support, regulatory compliance, and constitutional review.

• Proven track record of managing and advising on governance structures across multiple jurisdictions.

• Strong experience in professional standards, ethics, or regulatory compliance functions.

• Experience acting as secretary to boards or committees and working closely with senior leadership and external stakeholders.

• Familiarity with UK charity law, governance codes, and legal obligations of charitable organisations. Confident and credible when liaising with legal counsel, regulatory bodies, and external partners.

• Proven ability to advise Boards during high‑risk governance situations.

• Experience acting as Company Secretary or equivalent governance authority.

Desirable

• Prior experience working in or with professional membership bodies, learned societies, or international NGOs.

• Understanding of alternative dispute resolution (ADR) environments or professional standards specific to arbitration and mediation.

• Experience managing complaints and disciplinary processes, ideally within a membership or regulatory setting.

• Exposure to international governance or oversight of regional governance frameworks.

Personal attributes:

• Highly developed communication and interpersonal skills, with the ability to build trusted relationships at all levels including with Boards, Committees, and international branches.

• Analytical and strategic thinking, with a strong ability to interpret complex regulatory environments and translate them into practical governance solutions.

• Politically astute and confident navigating organisational dynamics and sensitive issues.

• Excellent organisation and planning skills, with the ability to manage multiple priorities and deadlines effectively.

• Strong attention to detail.

• Highly developed Emotional Intelligence

• Commitment to integrity, fairness, and upholding the highest professional standards.

What's in it for you?

Contract: Permanent

Working Style: Full Time, 35 hours per week

Salary: £85,000 to £100,000 (depending on experience)

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year

Pension: Generous Pension Scheme (from day 1 of joining)

Other Benefits:

Employee Assistance Programme (EAP)

Private Healthcare: Vitality Health

Cycle-to-work scheme

Season Ticket Loan

Perkbox subscription (money-saving platform)

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.

• Department
• Governance and Professional Standards
• Locations
• The Chartered Institute of Arbitrators
• Remote status
• Hybrid

About Ciarb

The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.

Already working at Ciarb?

Let’s recruit together and find your next colleague.

People and Development Manager - Maternity Cover

Exciting 12-month maternity cover for a dynamic People & Development Manager to lead HR ops, elevate culture and EDI, drive smart recruitment, and empower our people team.

We usually respond within a month

Job Title: People & Development Manager - Maternity Cover

Reporting to: Director of Corporate Services

Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Company Overview:

Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.

Position Overview:

The People & Development Manager leads the operational delivery of the People function, ensuring effective people processes, high-quality advisory support and strong recruitment oversight. The role provides line management to the People & Recruitment Advisor and partners with managers across Ciarb on organisational development, workforce planning, engagement and culture initiatives.

Key Responsibilities:

Operational People Leadership

• Oversee delivery of all people operations including recruitment, onboarding, employee relations, performance management, L&D coordination, payroll workflows and benefits administration.

• Provide expert advice on complex employee relations matters, ensuring risk-managed and people-centred outcomes.

• Manage and develop the People & Recruitment Advisor, offering coaching and clear direction.

Recruitment & Workforce Planning

• Lead on workforce planning discussions, ensuring recruitment aligns with organisational needs and budgets.

• Enhance recruitment processes, employer brand, and candidate experience.

• Ensure ATS processes are structured, efficient and data-rich.

Culture, EDI & Engagement

• Support initiatives to strengthen organisational culture, wellbeing and staff engagement.

• Oversee delivery of EDI actions and track progress.

Policy, Compliance & People Governance

• Maintain, review and update people policies and procedures.

• Ensure compliance with employment law, GDPR and best practice.

Learning, Development & Organisational Growth

• Support development of leadership capability and learning programmes.

• Identify skills gaps and recommend appropriate development interventions.

People Insights & Reporting

• Produce people data reports and metrics, providing insights to leadership.

• Support annual workforce planning and reward processes.

People Projects & Change Initiatives

• Lead or support projects focused on wellbeing, systems improvements, culture and organisational development.

Experience:

• CIPD Level 5 or Level 7 (or working towards) or equivalent experience.

• Strong experience in a broad generalist HR role with operational management responsibility.

• Demonstrated experience managing or coaching HR team members.

• Proven expertise handling complex employee relations cases.

• Experience improving people processes, policies, culture and engagement.

• Strong relationship-building, influencing and communication skills.

• Data-driven approach with ability to provide meaningful people insights.

• Commitment to EDI and modern, inclusive people practices.

What's in it for you?

Contract: FTC 12 months

Working Style: Full Time

Salary: £50,000 - £55,000 (depending on experience)

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year

Pension: Generous Pension Scheme (from day 1 of joining)

Other Benefits:

• Employee Assistance Programme (EAP)

• Private Healthcare: Vitality Health

• Cycle-to-work scheme

• Season Ticket Loan

• Perkbox subscription (money-saving platform)

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.

• Department
• People and Development
• Locations
• The Chartered Institute of Arbitrators
• Remote status
• Hybrid

About Ciarb

The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.

Already working at Ciarb?

Let’s recruit together and find your next colleague.

Dispute Appointments Development Lead - 12 month Fixed Term Contract

Lead the automation, simplification, and strategic redesign of our workflows, panel governance, and our renewal processes!

We usually respond within a month

Job Title: Dispute Appointments Development Lead (Fixed Term Contract)

Reporting to: Director of External Affairs 

Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office) 

Role: Full time, 12 months Fixed Term Contract  

Company Overview: 

Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.

Position Overview: 

The Dispute Appointments Development Lead is a project and operational role responsible for modernising and redesigning Ciarb’s appointing authority and dispute appointment function. The Dispute Appointments Development Lead will lead the automation, simplification, and strategic redesign of appointment workflows, panel governance, and renewal processes, and will play a central role in delivering a new global, scalable appointing authority model aligned with Ciarb’s emerging organisational strategy and Membership Value Proposition.   

Key Responsibilities:  

Appointment Continuity & Core Operations  

• Ensure uninterrupted delivery of essential appointing authority services during transition period including all admin

• Act as the single operational point of accountability for appointments during the transition period

• Ensure all appointment activities comply with the organisation’s Charter, Bye-laws, governance framework, and professional standards

Automation & Process Redesign  

• Design and implement lean, scalable appointment workflows using CRM as the primary system of record

• Automate or semi-automate:

  • Appointment shortlisting

  • Conflict checks

  • Panel member searches

  • PAC tracking and renewal cycles

  • Fee payment/invoicing

• Replace document-based and manually-driven processes with structured, system-based solutions

• Ensure all panel member information (CVs, expertise, jurisdictions, languages, sector experience) is captured in individual CRM records and power BI dashboards

Data, Dashboards & Reporting  

• Lead the development of data-led reporting and dashboards to support presidential and HQ appointments, governance, oversight, reporting, and strategic decision-making

• Use advanced Excel and Power BI to analyse and visualise appointment, panel, and PAC data.

• Build and maintain reports and dashboards covering:

  • Appointments by scheme, geography, gender, and expertise

  • Panel composition, diversity, and capacity

  • PAC status, renewal cycles, and expiry risks

• Create and manage pivot tables, data models, formulas, and structured datasets to replace narrative and manual reporting

• Translate complex datasets into clear insights, trends, and recommendations for senior stakeholders

• Ensure data accuracy, integrity, and consistency across CRM, dashboards, and reports

• Work closely with IT, Finance, Governance, and Membership teams to align data architecture and reporting standards

Panel & Governance Reform (subject to new organisational strategy)  

• Review existing panels and appointment lists to assess fitness for purpose

• Conduct diversity and capability/expertise gap analysis, including:

  • Gender

  • Geographic and jurisdictional coverage

  • Expertise and sector representation

  • Languages and professional background

• Support the redesign of panel criteria and structures aligned to:

  • Global credibility

  • Organisational strategy

  • Membership pathways and professional development

• Contribute to the redesign of the Panel Appointment Certificate (PAC) framework

Strategic Integration & Future Model Development (subject to new organisational strategy)  

• Support the design and preparation of a new global appointing authority model (subject to outcomes of the new organisational strategy)

• Clarify and document future branch–HQ responsibilities, governance arrangements, and oversight mechanisms

• Prepare operational documentation, guidance, and workflows for post-transition implementation

• Contribute to organisational strategy projects where appointment data, governance, or professional standards are relevant

Stakeholder Engagement & Change Management  

• Work closely with senior stakeholders, including:

  • President and Deputy Presidents

  • Executive Leadership Team

  • Membership, Education, IT, Finance, and Governance teams

  • Branch Chairs and regional leadership

• Provide clear, practical guidance during periods of change

• Support transparent communication with panel members and external partners

• Build confidence in the transition through clear data, evidence, and delivery

Experience: 

Essential  

• Excellent written and verbal communication skills

• Strong project management capability, particularly in operational change or transformation

• Advanced Excel skills, including pivot tables, data cleansing and validation, formulas

• Strong Power BI capability, including building dashboards and reports, data modelling and relationships, translating operational data into visual insights

• Proven experience in data analysis, trend identification, and performance reporting

• Experience using data to drive automation, process redesign, and decision-making

• Experience working with CRM systems and structured data environments

• Ability to work independently with senior-level accountability

Desirable  

• Experience integrating CRM data with Power BI or other analytics tools

• Experience designing governance, compliance, or regulatory dashboards

• Background in arbitration, ADR, or ADR centers/institutions

• Experience contributing to organisational strategy, transformation, or digital change programmes

Key Outcomes (Success Measures)  

• Develop new global member value proposition and scalable model for appointment scheme

• Essential appointment services continue without disruption during transition period

• Manual-based workflows permanently eliminated

• Appointment, panel, and PAC processes are CRM- and dashboard-led

• Leadership/Presidents/Board have access to accurate, timely insight on appointments and panel diversity

• Panels and governance structures are ready for launch under the new redesigned appointing authority model

What's in it for you? 

Contract: Fixed Term Contract (12 months) 

Working Style: Full Time, 35 hours per week 

Salary: £45,000 to 50,000 (depending on experience) 

Annual leave: 25 days per annum plus UK bank holidays 

Sick pay: Enhanced company scheme subject to terms and conditions 

My Free Time: We offer up to 12 additional wellbeing days a year 

Pension: Generous Pension Scheme (from day 1 of joining) 

Other Benefits: 

• Employee Assistance Programme (EAP)

• Private Healthcare: Vitality Health

• Cycle-to-work scheme

• Season Ticket Loan

• Perkbox subscription (money-saving platform)

 

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.

• Department
• External Relations
• Locations
• The Chartered Institute of Arbitrators
• Remote status
• Hybrid

About Ciarb

The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.

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