Conciliation Officer Dispute Resolution and Mediation

The main role of the Conciliation Officer will be the conciliation of complaints received about the conduct of ACCA members, affiliates and students.

ACCA is the global body for professional accountants with over 131,000 members and 362,000 students in 170 countries. Our mission is to be the leading global professional accountancy body by reputation, influence and size, to promote the highest ethical and governance standards and to work in the public interest.

ACCA's regulatory functions are carried out through the Professional Standards Directorate, which comprises three departments; Ethics and Regulation, Practice Monitoring and Professional Conduct. A position has become available within the Professional Conduct Department for a Conciliation Officer reporting to the Conciliation Manager. The Professional Conduct Department has responsibility for investigating complaints about the conduct of ACCA members, affiliates and students, including the conciliation of complaints which do not indicate liability to disciplinary action.

Key responsibilities of the post will include:

• conciliation of complaints which do not indicate liability to disciplinary action
• identification and investigation of breaches of ACCA’s regulations and other relevant issues requiring further research/explanations
• contributing to the revision of internal procedures for conducting conciliation and guidance for members and complainants
• working closely with the Conciliation Manager in the development and implementation of policies and procedures within the Conciliation Service
• liaising closely, where necessary, with ACCA’s Technical Advisory and Practice Monitoring departments on technical issues
• referring complaints to the investigating team where conciliation is no longer appropriate
• undertaking various other duties and projects as they may arise

This role will involve telephone contact with both members and complainants of approximately 4 to 5 hours each day on average.

Person Specification

• Confident and clear oral communication skills, including active listening and practical speaking skills
• Ability to use motivational skills to encourage collaborative action between the complainant and the member
• Strong interpersonal skills in order to deal with people at all levels
• Strong written skills to provide concise, clear and accurate documents

• Able to effectively analyse information, identify the salient points, including those not identified by the complainant, and communicate them effectively whether orally or in writing

• Proven track record of organising and prioritising a large and varied portfolio of cases, ensuring that all deadlines are met

• Qualified solicitor. The candidate should have either a minimum of 2 years’ post-qualification experience in a contentious area or experience directly relevant to the role.
• Able to demonstrate an interest in regulatory work
• A background in litigation and/or dispute resolution would be considered an advantage
• Knowledge of accounting practice and procedures would be considered an advantage
• IT literacy with practical experience of windows applications
• Touch typing is a requirement for the role, but training can be offered to candidates who do not meet this criteria. 

To apply, please forward CV and covering letter explaining why you are suitable for this role, closing date is 23 November 2009.