HEO - Civil Mediation Team
Pay Rate ; £14.66ph
Monday to Friday - Fully remote 

If you’re motivated by helping people find practical solutions-quickly, fairly, and without the added stress of a court appearance-this is a brilliant opportunity. Our Client is hiring for a reputed client to deliver an inclusive, accessible in-house mediation and conciliation service for small claims (under £10,000), supporting parties to reach settlement and avoid unnecessary hearings and costs.
What you'll be doing:
• Manage casework by being available to carry out the prescribed number of mediations booked into the appointment schedule
• Deliver mediation appointments in line with the agreed process, including following the five stages of mediation and meeting the required performance level for settlement
• Conduct confidential, impartial mediation by guiding parties through discussions, helping them explore compromise and reducing the need for court
• Communicate the mediation process clearly, focusing on each user’s immediate, short-term needs and desired outcomes
• Speak with each party individually to understand the issues at the heart of the dispute, then facilitate fair communication between both sides
• Use webchat, telephony and face-to-face contact methods to achieve settlement targets, adapting to what works best for the parties
• Gather and assess case information, using a case management system to confirm details and start mediation efficiently
• After settlement, prepare accurate legally binding settlement agreements so parties understand the terms clearly and in time
• Where settlement is not reached, record outcomes accurately and update court records as required-liaising with listing and case administration teams to reflect settlement decisions
• Support administrative tasks where scheduling permits and in line with direction
• Act in line with the Mediators Code of Conduct, maintaining strict impartiality throughout and not giving legal advice
What you'll bring:
• The ability to lead through your behaviour and demonstrate the HMCTS values and leadership behaviours
• Strong active listening and questioning skills, with clear, concise communication in language parties can understand
• Confidence in negotiating and influencing-helping people consider proposals from the other side and encouraging compromise where possible
• Practical conflict-resolution skills when parties are upset, vulnerable, angry or distressed, while keeping discussions respectful and fair
• Strong attention to detail and analytical thinking-grasping case information quickly and making sound judgements
• Clear record-keeping and evaluation skills to document outcomes and maintain quality standards
• Patience and judgement to manage momentum within a short timeframe, including knowing when discussions should be curbed or extended
Additional information:
• You’ll monitor your own performance using online customer feedback and take appropriate remedial action
• You may sometimes be asked to provide leadership cover to support administrative teams and mediation team leaders
• In certain circumstances, you may need to carry out devolved powers to help claims progress through mediation in line with judicial direction
• Occasionally, you may be called upon to make presentations to stakeholders (for example, civil court user groups, CAB), regarding the small claims mediation service
If you’re ready to bring calm, structure and fairness to high-stakes conversations-and help people resolve disputes without the cost and stress of a hearing-apply now. Our Client would love to hear from you.