About CDRL Group
CDRL Group is a government-approved Alternative Dispute Resolution (ADR) provider, approved under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 and the Digital Markets, Competition and Consumers Act 2024 by the Civil Aviation Authority, the Chartered Trading Standards Institute and Ofcom.
Within the UK we operate five ADR schemes — AviationADR, RetailADR, UtilitiesADR, CommsADR and Consumer Arbitration — resolving disputes between consumers and traders including airlines, retailers, energy suppliers and communications providers. Our adjudicators review evidence impartially and issue a binding written decision.
Internationally we operate ADR services in the aviation sectors throughout Europe and North America.
We handle tens of thousands of claims a year, and our administration team is the engine room that keeps that process moving.
Purpose of the role
The Administrator is the first point of contact for consumers using our schemes and the operational backbone of the claims process. You will help consumers navigate their claim, keep cases moving through the system, get paper complaints onto our electronic platform accurately and promptly, and give our adjudicators the support they need to make timely decisions.
This is a busy, varied role in a small team where accuracy and responsiveness matter. You will be dealing with people who are often frustrated by the time they reach us, so the ability to stay calm, clear and helpful is essential.
Key responsibilities
Consumer support and customer service
- Act as a first point of contact for consumers by telephone, email and through our online systems.
- Help consumers who are preparing to lodge a claim, explaining scheme eligibility, the process and what evidence they need to provide.
- Support consumers with claims already in progress, providing clear updates on status and next steps.
- Handle enquiries with patience and impartiality, recognising that many consumers are contacting us after an unresolved dispute.
- Escalate complex, sensitive or vulnerable-customer matters appropriately.
Claims processing and data entry
- Process paper complaints lodged with our ADR schemes, including opening, sorting and logging incoming post.
- Accurately transfer paper complaints and supporting evidence onto our electronic complaints platform.
- Check submissions for completeness and request missing information from consumers or traders where required.
- Maintain accurate, well-organised case records at all times.
Case progression
- Monitor claim progression against scheme timescales and internal service standards.
- Chase outstanding responses, evidence and documentation from consumers, traders and third parties.
- Flag cases at risk of falling outside target timescales and take action to keep them on track.
Ticket and correspondence management
- Respond to tickets raised by consumers, participating members and other stakeholders within agreed service levels.
- Draft clear, accurate written responses to routine queries.
- Ensure all correspondence is logged against the correct case file.
Adjudicator support
- Prepare and assemble case files and evidence bundles for adjudicators.
- Carry out administrative tasks that allow adjudicators to focus on decision-making.
- Issue decisions and related correspondence to the parties as directed.
Diary and office administration
- Manage diaries and coordinate meetings for the team.
- Undertake general office duties including filing, scanning, post, ordering supplies and supporting the smooth day-to-day running of the office.
- Support the team with ad hoc administrative projects as required.
- Work in line with CDRL's ISO 9001 and ISO 14001 accredited quality and environmental management processes.
Person specification
Essential
- Previous office based experience in an administrative role
- Strong written and verbal communication skills, with the ability to explain a process clearly to someone unfamiliar with it.
- Confident telephone manner and the ability to stay calm and professional with frustrated or distressed callers.
- High level of accuracy and attention to detail, particularly when handling data entry and case records.
- Well organised, with the ability to manage a varied workload and prioritise against deadlines.
- Competent with Microsoft Office and comfortable learning new IT systems and case management platforms.
- Reliable, discreet and able to handle confidential and personal information appropriately.
- Able to work both independently and as part of a small office-based team.
Desirable (but not essential)
- Previous experience in customer service, complaints handling, claims processing or a regulated administrative environment.
- Experience using a case management, CRM or ticketing system.
- Understanding of consumer rights, ADR, or the sectors we cover (aviation, retail, utilities, communications).
Behaviours we look for
- Impartiality — we serve consumers and traders alike, and our credibility depends on being seen to be fair.
- Ownership — you follow things through rather than passing them on.
- Care — you understand that behind every case reference is a person who wants a resolution.
What we offer
- Salary from £25,000, depending on experience
- 23 days' annual leave plus bank holidays
- Statutory Pension scheme
- Free onsite parking
- Training and development, including support towards relevant qualifications
- A modern office and a supportive, close-knit team
- The chance to work for an internationally recognised, government-approved ADR provider
- Carer progression
Pay: £25,000.00 per year
Work Location: In person
