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Resolution Advocacy and Mediation Lead

Band 6

Main area
Resolution Advocacy & Mediation Lead
Band 6
Full time - 37.5 hours per week
Job ref
Waterloo HQ
£37,638 - £44,780 per annum inclusive of HCAS
Salary period
18/05/2021 23:59

London Ambulance Service covers an area of 620 sq. miles, serves one of the world’s most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital and attend more than 1.2 million incidents every single year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.


We employ over 8,000 people who work or volunteer across London to respond to the health needs of over eight million people who live, work and travel in the capital. We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 sustainability and transformation partnerships (STPs) and NHS England for our specialist services. We work alongside London’s hospital, mental health and specialist trusts, as well as the five STPs across Greater London.


In addition we work in partnership with the other emergency services, London’s Air Ambulance and London’s Resilience Forums to make sure we are ready and prepared to respond to major incidents and ensure we keep Londoners safe. As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.


By 2023 we will improve outcomes and experiences for all our patients by providing the right care to patients at the right time, and in the most cost effective way. This will mean up to 122,000 fewer patients being taken to emergency departments when their needs could be better met in a different way, and we will deliver significant efficiencies in avoided costs to the urgent and emergency care sector.

Job overview

This is an exciting time to join the London Ambulance Service as we embed our newly developed Resolution framework, a key milestone towards achieving a fair and just workplace culture.  Our Resolution Framework offers a timely, supportive and proactive approach for resolving workplace issues and is designed to secure constructive and lasting outcomes. As an accredited and trained mediator, you will be instrumental in advocating for, and promoting good and harmonious working relationships, defining civility and early resolution of workplace conflict between individuals.  This is a great time to join us to lead the establishment of a brand new and recently trained internal volunteer mediation team and support a network of resolution advocates.

Your will have a positive and substantial impact on the wellbeing and engagement of our staff leading to better performance, improved employee retention, reduced stress and absence, and improved patient experience.

Main duties of the job

In this role you will be expected to demonstrate compassionate leadership and promote a positive workplace culture, acting as an ambassador for civility and early conflict resolution within the workplace between staff.

You will hold a personal mediation caseload and also manage our voluntary networks of staff providing mediation and facilitation solutions to conflict, with responsibility for the governance and effective deployment of the team.

You will ensure that workplace disputes and conflict issues between staff raised are utilised by the organisation as an opportunity for learning and improvement.  Continually striving for excellence both personally and also on behalf of staff and the organisation, you will actively challenge perceptions, behaviours and attitudes which are or could be perceived to contribute to unacceptable conflict between staff in the workplace.



Working for our organisation

London Ambulance Service NHS Trust is the busiest ambulance Trust in the UK. We are seeking someone who will fit with the Trust values of being respectful, professional, innovative and collaborative..

You will, therefore, have the opportunity to join the team at an exciting time of growth and to gain experience of being involved in a varied portfolio.

Annual leave starts at 27 days rising to 33 days, plus bank holidays, in line with agenda for change (NHS terms and conditions).
Employees can access Blue Light (emergency services) discounts as well as NHS discount schemes.

Working within our People & Culture directorate, this vacancy would suit someone looking to make a difference to the working lives of our staff, with the enthusiasm and drive to change culture.   Whilst this post is full time, applciations to work reduced hours or flexibly are welcomed.     

Detailed job description and main responsibilities

Civility & Early Resolution Delivery

 As a confident educator, you will also support the development of our staff to creating positive workplaces , tackle bullying and unacceptable behaviours.    

  • Lead on Trust wide initiatives to promote civility and positive workplace relationships.
  • Plan Trust wide initiatives to promote and support early resolution of conflict and disputes.
  • Ensure that systems and processes are in place for signposting staff to early
  • Provide timely and evidence based information and advice to staff and managers across the organisation on early resolution approaches and interventions to conflict and disputes.
  • Coach, mentor and support individuals to engage and participate in solutions to achieve early resolution to issues via use of courageous conversations, round table facilitation or the use of mediation.
  • Develop and lead the LAS Resolution advocacy and internal mediation services ensuring consistent and high standards of professionalism across the service.
  • Developing policies, standards and guidelines for the delivery of the resolution advocacy and internal mediation service across the Trust ensuring consistency and robust governance arrangements are embedded.
  • Undertake and hold a personal mediation caseload
  • Monitor trends and report on the outcomes of resolution advocacy, round table facilitation and mediation interventions.
  • Create an annual communications plan for early resolution initiatives,
  • Coordinate the use of external mediation services where appropriate

Education & Training Delivery

  • undertake an annual assessment of early resolution training needs.
  • Design, plan and deliver a dynamic range of training programmes and workshops across the organisation to promote civility and early resolution in the workplace.
  • Participate in LAS Induction and other LAS events to promote the systems that underpin early resolution (courageous conversations, round tables, mediation)

The post holder will, on a daily basis deal with highly confidential and sensitive information, deal directly with  contentious issues with individuals who are anxious, distressed and concerned because of their experience. You will be expected act professionally, compassionately and with care to ensure that the best interest of staff, patients and the organisation are met.

As our ambassador for civility you will also have responsibility for local implementation of national and localised initiatives, (eg. National Anti-Bullying at Work Week).

Applicants are advised to read all the information enclosed in the advert and the supporting information before completing and submitting an application. As you complete your application please ensure you clearly demonstrate how you meet the criteria in the person specification for this post by adequately completing the supporting information section of the application form.

Priority will be given to candidates at risk of redundancy.

We reserve the right to close the application window early if we receive a high volume of suitable applications.


Person specification

Qualifications, Accreditations, Education

Essential criteria
  • A degree in a psychology, business or healthcare management or CIPD Membership Level 5, or formal counselling qualification
  • Formal accreditation and qualification in workplace mediation


Essential criteria
  • Demonstrable experience of coaching and mentoring across a range of issues
  • Experienced in design and delivery of presentations and/or training to varied audiences
  • Experienced in conducting mediation and ability to deal with conflict compassionately and confidently
  • Demonstrable experience of collating, understanding and acting on situations where there are differing viewpoints or versions of the truth.
  • Demonstrable ability to communicate effectively and nonjudgementally with staff at all levels of the organisation
  • Experience of working in a health care or well-being setting
  • Experience of dealing with people who are angry or distressed both face to face, by mail and over the phone
  • Evidence of advocating for specific causes to effect change in challenging environments
  • Experience in setting up systems, and processes for service delivery

Knowledge and Skills

Essential criteria
  • A strong interest in conflict resolution and demonstrable skills in the following: mediation/conflict resolution/ coaching/counselling/ training delivery
  • High standard of written, visual and oral communication skills
  • Social media or web-site management

Personal Abilities

Essential criteria
  • Demonstrable enthusiasm for and commitment to addressing workplace conflict and causal factors.
  • Demonstrable ability to take a leadership role as well as work collaboratively
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Applicant requirements

Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here. It is vital that you provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here. Not everyone needs a ‘Skilled Worker’ visa. If you are applying for a vacancy in health or adult social care, check if you’re eligible to apply for the Health and Care Worker visa instead. It’s cheaper to apply for and you do not need to pay the annual immigration health surcharge

Documents to download

Apply online now

Further details / informal visits contact

Elizabeth Dighton
Job title
Head of Employee Relations
Email address