Dispute Resolution Executive Officer

Job summary

This recruitment campaign brings together a number of Grade 10 Dispute Resolution roles across Acas. Whilst the roles may sit within different teams and offer a variety of opportunities, they share many of the same core skills, behaviours and values required to support the delivery of our services.

By using a combined recruitment approach, candidates only need to complete one application and assessment process to be considered for suitable Grade 10 Dispute Resolution vacancies. This allows us to match successful candidates to available opportunities while providing greater flexibility and a wider range of potential career pathways across IDR.

We are currently recruiting primarily for vacancies within the Early Contact Team (ECT). Successful candidates who pass the interview and are not able to be appointed to one of the available vacancies will be placed on a reserve list. The reserve list may be used to fill future Grade 10 Dispute Resolution vacancies, including -

• Individual Conciliator
• Early Conciliation Support Officer (ECSO)
• Group Cases Case Preparation Conciliator

Candidates will be able to identify any roles they do not wish to be considered for during the application process.

Job description

The successful Early Conciliation Team candidate will:

• Working predominantly on an inbound service, handling telephone calls with customers who have requested Early Conciliation, checking and clarifying information on their notification form and gathering additional details.
• Provide information on Early Conciliation and Employment Tribunal process, including appropriate guidance on time limits.
• Identify cases that need to be handled differently from standard processes, e.g. where a large number of claims are made against the same employer.
• Discuss inappropriate notifications eg where claims are out of time or there is no jurisdiction and provide options for the customer including closing cases and not progressing to conciliation.
• Create notifications for claimants and representatives.
• Create notifications for employers through an employer led process.
• Send out email links to complete group notifications.
• Make outbound calls to discuss cases.
• Reply to email queries on cases held by ECSO.
• Accurately record case notes, including details of your conversations with customers.
• Accurately close/progress cases.
• Understand processes regarding reopening cases and when cases can and can’t be reopened.

Please see the attached job descriptions for full details of other roles.

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent, manage and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent, manage or resolve workplace problems.

Acas: Britain’s Workplace Experts

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards; it has been Disability Confident Highly Commended, a Pay Gap award winner, and an Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Person specification

Experience

Essential Criteria

• Ability to proactively manage a large workload, responding to priorities promptly.
• Excellent written and verbal communication skills. Can communicate confidently and effectively using clear, concise and appropriate language.
• Ability to work collaboratively and co-operate with other IDR colleagues, and in support of service-led changes to provide a high-quality service to customers and to meet organisational objectives.
• Committed to providing excellent customer service and building positive customer relationships.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Delivering at Pace
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Communicating and Influencing
• Delivering at Pace

Benefits

Alongside your salary of £30,120, Advisory, Conciliation and Arbitration Service contributes £8,725 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

We’re big believers in rewarding people for the amazing work they do. Take a look at some of the fantastic benefits we offer:

• Learning and Development
• Health and wellbeing
• Pension scheme
• Cycle to work scheme
• Interest free season ticket loans
• Volunteering opportunities

Could you ask for any more?

You’ll have access to a Lifestyle website where you’ll be able to grab savings on a wide range of products, from holidays to your weekly shop.

To find out more, check out:

Working for Acas

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.

How to apply

Please click on the 'Apply now' button.

As part of the application process, you will be asked to complete:

• A 250-word statement on the following Behaviours: Communicating and Influencing and Delivering at Pace.

Should a large number of applications be received, an initial sift may be conducted using the

Lead Behaviour: Communicating and Influencing

Candidates who pass the initial sift may be progressed to a full sift of all the above requirements or progressed straight to assessment/interview.

If a large number of applications meet the minimum standard, an interview wait list may be created for this position. This means that if you have met the minimum requirements at sift, you may be placed on a ‘Hold’ status for up to 12 months, and if we are able to invite you to an interview, we will be in touch.

Interview Details

If you have successfully passed sift at the application stage, you will be invited to an interview which will take place via Microsoft Teams, and which will take place weeks commencing 7 December 2026 and 14 December 2026.

It will be a Behaviour, Strengths and Experience based interview.

The following Behaviours will be assessed at Interview –

• Communicating and Influencing
• Making Effective Decisions

The following Essential Experience criteria will be assessed at Interview –

• Ability to proactively manage a large workload, responding to priorities promptly.

A reserve list will be created for this position. Successful candidates who pass the interview and are not able to be appointed to one of the available vacancies will be placed on the reserve list for 12 months and may be considered for similar positions during that time.

Reasonable Adjustments

As a Disability Confident Leader, Acas is committed to creating an inclusive recruitment process. If you have a disability and feel that any part of the recruitment process puts you at a disadvantage, we will work with you to make Reasonable Adjustments that support your needs. If you require any changes to help you apply:

• Please contact the Acas Recruitment Team via HRrecruitment@acas.org.uk as soon as possible before the closing date to discuss your needs.

• Complete the “Assistance Required” section on the “Additional Requirements” page of your application form to let us know about any adjustments or support you may need during the recruitment process. For example, this might include accessibility arrangements for entering a building or interview room, communication support, modifications to assessment methods, etc.

• You can find out more about the Disability Confident Scheme and Reasonable Adjustments.

Want to learn more about Civil Service recruitment? You can find out more on Civil Service Careers, including information on Success Profiles, writing a Personal Statement, acceptable use of Artificial Intelligence, and what to expect at Interview.

For applicants requiring a visa to work in the UK

Please be advised that Acas does not hold a UKVI Sponsorship Licence, so we cannot consider sponsoring a visa applicant or issuing a Certificate of Sponsorship.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : HR Recruitment Team
• Email : HRRecruitment@acas.org.uk

Recruitment team

• Email : HRRecruitment@acas.org.uk

Further information

If you feel your application has not been treated in accordance with the Code and you wish to make a complaint, you should contact us on HRRecruitment@acas.org.uk in the first instance. If you are not satisfied with the response you receive from us, you can contact the Civil Service Commission.

Attachments

Job Description - Early Contact Team Officer Opens in new window (docx, 49kB)Job Description - Grade 10 DR Roles Opens in new window (pdf, 247kB)Dispute Resolution Executive Officer - Candidate Pack Opens in new window (pdf, 755kB)