Careers

As a member of the Dispute Resolution Team, you will play a crucial role within our ADR service, ensuring care, empathy and an excellent service experience is provided to consumers and accredited business whilst delivering against set targets and KPIs.

You’ll manage a caseload of mid-to-high complexity disputes between consumers and accredited automotive businesses, assessing evidence, applying consumer and contract law, and reaching clear, impartial decisions. You’ll communicate those decisions professionally to both parties and keep your cases moving at pace.

This is a role for someone who is analytical, organised, and thrives working independently – with a great team around them.

Key Responsibilities

• Adjudicate mid-to-high complexity consumer disputes using evidence and applicable law
• Apply TMO Codes of Practice, the Consumer Rights Act and relevant consumer legislation
• Manage your own caseload to targets and KPIs
• Communicate decisions clearly to consumers and accredited businesses
• Handle telephone and email enquiries professionally throughout the process
• Identify trends and contribute to continuous improvement

To apply for this role, please send us your CV and covering letter outlining relevant experience, qualifications and why you would be suitable for the role.

As a member of the Dispute Resolution Team, you will play a crucial role within our ADR service, ensuring care, empathy and an excellent service experience is provided to consumers and accredited business whilst delivering against set targets and KPIs.

This is a fast-paced, system-heavy, front-line case administration role requiring strong IT confidence, attention to detail, independent caseload management and professional communication skills.

You will manage your own caseload from submission through to case preparation, progression and handover where required — triaging cases, gathering evidence, making introduction calls and ensuring everything progresses in line with our service levels. You will be trusted to manage your caseload independently whilst following clear processes and service levels.

Key Responsibilities

• Managing your own caseload — triaging, progressing and completing cases to targets and KPIs
• Conducting introduction calls with consumers and accredited businesses
• Gathering evidence and building complete case files
• Communicating clearly and professionally in writing and by phone throughout each case
• Routing cases correctly according to TMO criteria and consumer law
• Logging all data accurately in our case management system and operating within TMO’s values and service levels

This is an opportunity to put your legal knowledge and dispute resolution experience to meaningful use, taking ownership of complex cases and making final, binding decisions.

With a friendly, collaborative team and a working pattern generally offering four days at home and one in the Liverpool or Westminster office, the role combines professional responsibility with flexibility. The current Hybrid Working Policy allows for up to eight office days per month.

A law degree and experience in a similar alternative dispute resolution role are essential.

The Role

• Investigate complaints between consumers and accredited automotive businesses, assess the evidence and reach fair, reasonable and impartial outcomes using The Motor Ombudsman’s Codes of Practice, relevant legislation and industry practice.
• Manage your own caseload, including complex disputes and escalated complaints, balancing timely resolution with careful, high-quality decision-making.
• Explain decisions clearly, respond professionally to enquiries and support vulnerable consumers with empathy.
• Share learning and recurring issues with colleagues, contribute to training and service improvements, and keep your legal knowledge up to date.

What We’re Looking For

• A law degree and experience in a similar alternative dispute resolution role, with personal accountability for your decisions.
• Strong analytical skills and sound judgement, with the ability to assess conflicting evidence objectively.
• Clear written and verbal communication, including the confidence to explain complex or disappointing decisions sensitively.
• Excellent organisation and time management, with the ability to manage a busy caseload and meet agreed targets.
• Strong customer service skills, empathy towards vulnerable consumers and a positive, supportive approach to teamwork.
• Confidence using Microsoft Office. Knowledge of consumer and contract law, automotive experience, or familiarity with Salesforce and Zendesk would be an advantage.

This is a people leadership role first and foremost. Leading a small team of seven, success will come from creating an engaged, capable and customer-focused environment where people feel supported, accountable and able to perform at their best.

Alongside the people leadership element, the role has real operational breadth, with responsibility for service performance, continuous improvement, reporting and insight.

To be successful in this role you will need to have experience as a manager within a contact centre

The Role

The role is broadly split across three key areas.

• 40% People leadership and development

Leading, coaching and developing the Consumer Contact Team and Team Lead, supporting performance, recruitment and onboarding, and creating a positive and high-performing team culture.

• 30% Operational management and continuous improvement

Overseeing day-to-day service delivery, maintaining effective processes and identifying improvements that enhance service quality, efficiency and the consumer experience.

• 30% Data, reporting and performance insight

Monitoring KPIs, identifying trends, ensuring reporting accuracy and providing clear insight to support operational and senior-level decision-making.

Key Responsibilities

• Lead and develop the Consumer Contact Team and Team Lead through clear expectations, coaching, feedback and performance management.
• Take ownership of service standards, quality, productivity and key performance indicators.
• Use data and operational insight to identify trends, risks and opportunities for improvement.
• Review and improve processes, workflows, guidance and service standards.
• Support recruitment, onboarding, probation, training and wider team development.
• Manage performance and people matters where required, working closely with HR.
• Maintain a professional, empathetic and consistent service for consumers and accredited businesses.
• Support vulnerable consumers appropriately and make sure agreed processes, standards and escalation routes are followed.
• Work collaboratively with colleagues across the organisation on service improvements, technology and operational change.
• Provide clear operational reporting and performance commentary to senior stakeholders.

What We’re Looking For

• Someone who has managed a busy call centre
• Experience managing a Team Leader, Supervisor or senior colleague alongside a wider customer-facing team.
• A coaching-led management style, with the ability to develop people, build confidence and manage performance effectively.
• Confidence working with KPIs, service levels, productivity, quality and customer experience measures.
• Strong analytical skills and the ability to turn performance information into practical actions.
• Experience improving processes, workflows and ways of working.
• Good judgement, strong communication skills and the confidence to work with senior stakeholders.
• Experience supporting recruitment, onboarding and team development.
• A people-centred approach, balanced with the ability to hold others accountable and maintain high standards.

Experience within an Ombudsman, ADR, regulated complaints or automotive environment would be useful, but it is not essential.