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.

This is a fantastic opportunity to use your customer service experience in a role that offers more than simply answering calls. You’ll help consumers understand their rights, guide them through the complaints process and provide clear, impartial advice when they need it most.

You’ll be joining a growing organisation that values its people, encourages development and takes pride in delivering excellent customer service.

The Role

Working within a busy, high-volume contact centre environment, you’ll be the first point of contact for consumers and businesses seeking guidance and support with automotive complaints.

Your responsibilities will include:

• Handling a high volume of inbound calls, emails and written enquiries.
• Listening to consumers, understanding their concerns and explaining the next steps clearly and professionally.
• Assessing whether complaints fall within The Motor Ombudsman’s remit.
• Providing updates to consumers on existing cases and directing enquiries to the appropriate organisations where necessary.
• Maintaining accurate records and updating internal systems.
• Working towards individual and team targets whilst maintaining excellent customer service standards.

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.