Head of Individual Dispute Resolution Services

Job summary

This is a shared leadership role, with two individuals jointly appointed as Heads of Individual Dispute Resolution (IDR). The purpose of this role is therefore to work collaboratively with the other joint Head of IDR to:

• Lead the development and delivery of the Acas Individual Dispute Resolution function across Great Britain, ensuring effective delivery of highly professional IDR services in line with the Acas strategy. The Individual Dispute Resolution function includes Acas’ statutory individual conciliation service, statutory individual arbitration service and the non-statutory individual mediation service.
• Support and develop the vision and objectives for the IDR function in collaboration with the Director of Dispute Resolution (DDR) and lead teams to deliver on them, and on the core service KPIs.
• Lead all aspects of service improvement, including setting and maintaining high standards, the embedding of recent change and seeking, developing and leading delivery of opportunities to introduce innovation.
• Ensure that the right operational policies are in place and are adhered to, working in close collaboration with the DR Policy, Performance and Development team.
• Build a strong culture of continuous professional development, supported by appropriate learning and development interventions, so that the skills and knowledge needed for effective individual dispute resolution are continually developed and renewed throughout IDR.
• Build partnerships with external stakeholders and ensure effective stakeholder engagement by others within the directorate.
• Promote good employment relations practice with customers and stakeholders. This will include, developing and maintaining key relationships with Ministry of Justice (MoJ), Department for Business and Trade (BDT) and other government departments to support the service we provide; it will also include contributing to events such as talks and conferences.
• Ensure that the IDR function has appropriate capacity, capability and the right monitoring and accountability mechanisms in place to optimise performance.
• Grow Acas’ subject matter expertise in individual dispute resolution in order to strengthen performance and to promote externally to wider audiences.

Job description

The main accountabilities of this role are:

• Supporting and developing the vision – Accountable for working with the established vision in collaboration with the Director of Dispute Resolution & key stakeholders, and leading the changes and improvements needed to deliver the Acas Individual Dispute Resolution function.
• Leading Delivery – Accountable for the day-to-day delivery of Acas’ Individual Dispute Resolution function across all of Great Britain i.e. Early Conciliation (EC), Employment Tribunal Conciliation (ET) and Individual Mediation (IM) delivering impartial services which meet or exceed KPIs and fulfil the Acas statutory duty where it applies.
• Service Planning – Accountable for the development and delivery of the IDR service business plan, in alignment with the overarching Acas Strategy, including managing the plan and its progress and identifying and managing risks to its delivery.
• IDR Improvement – Accountable for continuous improvement of individual dispute services in collaboration with Director of Dispute Resolution and Head of Collective Dispute Resolution, developing and shaping the service to meet stakeholder needs.
• Operational Policy & Standards – Accountable for determination of IDR operational guidance and standards, and for working closely with colleagues in the Policy, Performance & Development Team to commission accurate production of the same e.g. the service handbook and other material to support delivery including the translation of law into internal policies and guidance.
• Performance management – Accountable for setting the IDR services performance standards including KPIs; reviewing performance data and insights, developing action plans based on that data, reporting on performance and plans to the Director and the wider Executive Board.
• Partnership and stakeholder management – Accountable for developing relationships with external partners in order to fulfil strategic ambitions and to seek to reduce the burden on the MoJ machinery of dispute resolution. To include for example DBT, HMCTS Employment Tribunal Service, Employment Lawyers Association and Central Arbitration Committee, and using those relationships where possible to influence opportunities for regulatory reform to support better service outcomes.
• Learning & development – Accountable for ensuring that an effective programme of learning and development is in place to meet the needs of the service, working in collaboration with L&D colleagues to ensure that requirements are delivered.
• Supporting Acas board – Accountability for developing IDR Service recommendations for Acas Executive Board, and for implementation and delivery of decisions made by the Acas Board.
• Accountable for preparing briefings, and content for briefings as required, including for use by the Chief Executive, Chair and colleagues in S&EA.

Responsibilities:

• Leading your function to achieve its aims and strategic responsibilities.
• Collaborating with others to achieve the goals of One Acas and supporting your team to collaborate effectively driving best practice and influencing throughout the Service.
• Representing your function at SLT and in other internal forums, Service areas and external stakeholders.
• Effective management of resources and budget for the Directorate.
• Role modelling Civil Service leadership behaviours to lead by example in cultural development.

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:

• Proven experience of senior leadership in the individual dispute resolution (IDR) service (Lead).
• Demonstrable knowledge and understanding of how individual dispute resolution contributes to Acas’ strategic ambitions.
• Able to manage multiple projects and priorities, identifying opportunities to collaborate with colleagues to increase success.
• An ability to interact with and influence a variety of people including internal and external stakeholders.
• Ability to manage and to achieve success through others including colleagues and direct reports at all levels.
• Understanding of Acas’ wider service range, employment relations context and stakeholders.
• Experience of working collaboratively with colleagues across Acas to deliver on Acas’ business plan and ambitions.
• Experience and enthusiasm in leading and managing change.
• Experience in horizon scanning and contributing to strategic plans.

Desirable Criteria:

• Knowledge of and experience in the ‘Smarter Resolutions’ programme of works in IDR.

Benefits

Alongside your salary of £76,123, Advisory, Conciliation and Arbitration Service contributes £22,052 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We are 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 anymore?

You will have access to a Lifestyle website where you will 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

How to apply

Please click on the 'Apply now' button.

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

• An evidence-based Personal Statementreflecting the essential and desirable Experience requirements as listed in the Person Specification section of this advert. Your Personal Statement should be no longer than 750 words. It should avoid generalised assertions, instead including specific examples of achievements, explaining the degree of challenge, what you did and the outcomes.

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

• Lead Criteria: Proven experience of senior leadership in the individual dispute resolution (IDR) service.

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

Desirable criteria will only be assessed in the event of a tiebreak scenario at interview.

If a high 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 at 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 Stage

If you have successfully passed sift, you will be invited to an interview via MS Teams which is likely to take place the week commencing 18 May 2026. The interview will be an Experience based interview. The following essential Experience criteria will be assessed:

• Proven experience of senior leadership in the individual dispute resolution (IDR) service.
• Able to manage multiple projects and priorities, identifying opportunities to collaborate with colleagues to increase success.
• An ability to interact with and influence a variety of people including internal and external stakeholders.
• Understanding of Acas’ wider service range, employment relations context and stakeholders.
• Experience of working collaboratively with colleagues across Acas to deliver on Acas’ business plan and ambitions.
• Experience and enthusiasm in leading and managing change.

A reserve list will be created for this position, this means that if you have passed the interview, but we couldn’t offer you this position, you’ll be on a reserve list for 12 months and may be considered for similar positions.

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.
• Please 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 by clicking these links.

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 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.

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
• 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 wish to make a complaint, you should contact us on via 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 - Head of Individual Dispute Resolution Opens in new window (docx, 54kB)