35 hours per week, office-based, London EC3
£28-30,000 per annum based on experience + pension and life insurance schemes
IBAS received over 7,000 requests during 2017 to adjudicate on betting and gaming disputes. As a Case Manager, your responsibility is to source and collate all of the evidence and information that is needed to allow the members of our Adjudication Panel to reach a fair and informed decision. Case Managers maintain an accurate record of the progress made on each case and may be asked to determine whether a dispute concerns issues on which adjudication cannot be offered or which are more appropriately considered by a different authority.
Our ideal candidate does not jump to immediate conclusions but analyses information and arguments put before them and respects both sides of a debate. Handling disputes requires sensitivity to the circumstances of individual consumers and the ability to communicate effectively with consumers and gambling operators alike.
Ideally, you will be able to demonstrate:
- Capability to manage a substantial and varied workload
- An understanding and respect for client confidentiality
- Knowledge and experience of betting and/or gaming, particularly in an online environment
- Effective written and verbal communication skills
Experience in complaint handling or dispute resolution would be advantageous but not essential.
Please send a letter or email application to email@example.com or Case Manager Vacancy, IBAS, PO Box 62639, London, EC3P 3AS.
Closing date for applications: Friday 1st June 2018
We are happy to consider offering flexible hours to work around other commitments.
Primary responsibilities will be:
- Receiving applications for adjudication and making initial judgement on whether the dispute is appropriate for adjudication, referring potential regulatory issues to the Adjudication Manager.
- Consider each completed adjudication form. Contact both customer and bookmaker (as required) in writing to seek whatever information and/or evidence you consider will be required by the Adjudication Panel in order to reach a fair decision. Information may also be sourced from third parties as appropriate.
- Log all actions on the database (if not logged automatically).
- Once sufficient material has been gathered to allow the Adjudication Panel to reach an informed decision, assign the case to a suitable Adjudication Panel member.
- Follow the instructions of Panel members to seek further information from either party to a dispute, on their behalf, as required.
- Work with colleagues to maintain accurate records of the number of cases assigned to each Panel member.
- Maintain a full audit trail for the case.
- Resolve any enquiries regarding a live case received from either party – this may include discussing progress with the case by telephone.
- Upon receipt of the Panel’s draft ruling, pass the case to the Adjudications Manager with any recommendations (e.g. about circulating the case to additional Panellists).
- Inform customers in any cases where the gambling operator concedes and/or makes an offer to the customer for immediate dispute settlement.
- Record any sums of money awarded to the customer in the disputes database.
Additionally Case Managers may be expected to:
- Organise and attend meetings of the full Adjudication Panel where a small number of complex cases are debated and voted on.
- Attend certain betting industry events from time to time, both to represent IBAS and to help widen your understanding of the industry.
- Attend meetings or events and make presentations to regulators or industry groups.
- Assist with the smooth running of the office by providing cover or assisting colleagues at particularly busy times.
- Identify cases of particular interest and write articles or summaries for website or press releases.
- Provide data and statistics for Adjudication Manager.
- Provide temporary cover for the Adjudication Manager.
- Manage all outside scope complaints, directing consumers to the appropriate resolution or support services.
At all times it is important to:
- Avoid expressing an opinion on the likely outcome of a case to either party, although general views on betting industry practice or the IBAS approach to certain types of cases may be referred to at your own judgement and discretion.
- Maintain the confidentiality of both parties.