Careers
We currently have job vacancies for Adjudicators and Case Administrators. We also occassionally have vacancies for other positions such as Ombudsmen and Customer Contact Advisors. The Motor Ombudsman is dedicated solely to the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice.
Current opportunities
Join The Motor Ombudsman
We work with consumers and businesses to resolve their motor-related complaints and provide support and industry-wide information and guidance. This helps to improve the way services are delivered and complaints are handled. Our head office is based in Westminster, London and we are soon to be opening a new satelite office in Liverpool. We operate a hybrid working policy, with staff working partly from home and partly in the office.
Adjudicator
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Full time, 12-month fixed term -
£33,600
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
Case Administrator
- Full time, 12-month fixed term
- £26,500
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
In return for working at The Motor Ombudsman, we offer a competitive salary with excellent personal and career development opportunities. Employees who deliver high levels of performance are encouraged to progress their within the organisation.
Employee benefits*
We are proud to offer a competitive total rewards package designed with our employees’ health, wealth and well-being in mind. These include:
- Competitive salary and total compensation
- Performance and Company bonus scheme
- Life Assurance
- Permanent Health Insurance
- Private Medical Insurance
- Pension Scheme
- 25 days annual leave, plus bank holidays
We also invest in our employees’ wellness and quality of life by providing a wide selection of exclusive lifestyle offers, services and support, designed to help you manage and balance your work/life priorities:
- Health club discounts
- Health Screenings
- Employee Assistance Programmes
- Family Leave
- Employee Discounts
*May vary by role.
The Motor Ombudsman is committed to ensuring equal opportunity for everyone and we welcome applications from people of all backgrounds and experiences. We strive to foster belonging and empowerment, building a culture where difference is valued and each employee feels respected and able to give their best.
Diversity, equality and inclusion are incorporated in the values of The Motor Ombudsman, underpinning our ability to be a more representative, creative and forward thinking Ombudsman for the motor industry.
The Motor Ombudsman is an equal opportunity employer.
As a Disability Confident Committed Employer, we guarantee to interview all disabled candidates who would like to be considered under this scheme and who meet the minimum essential criteria for the role. We support and provide adjustments for disabled candidates, for example:
- Providing support with the application process
- Accepting application by video
- Making alternative arrangements for interview such as date or location
- Allowing extra time for test or interview
- Offering the choice between verbal or written test
If you have a disability and need help with the application process please let us know.
We are also proud to have been awarded the Investors in People Gold Award.
The Motor Ombudsman has gained Gold accreditation from Investor’s in People (IIP), the international benchmark for workplace standards and people management, which reflects our long-term commitment to talent progression, productivity, employee engagement and wellbeing.
Our company values
Our company values and mission are central to our organisation and guide our actions. Here at The Motor Ombudsman, we take great PRIDE in everything we do, inspiring total trust and confidence in our staff, our customers, and our accredited businesses.
Read more about our company values
