Careers
From time to time we have job vacancies for roles such as Ombudsmen, Adjudicators, Case Administrators and Call Handlers. 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 operate a hybrid working policy, with staff working partly from home and partly in the office. Any vacancies we have will be posted below.
Adjudicator Grade 2
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Permenant Position -
Salary: £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 will be using the method of adjudication to make a decision and resolve complex disputes between accredited businesses and consumers through assessment, investigation, and weighing up the facts, evidence, and merits of each individual case.
In your role you will:
- Adjudicate the cases taking into account all the data and evidence, code of practice and legal regulations
- Make impartial decisions based on the facts of the case, relevant legislation and TMO Code
- Provide case updates to both consumers and accredited businesses
- Deliver against set individual/team KPIs and targets while managing the caseload in a timely manner
When applying for this role, please include your CV and a covering letter detailing your relevant experience and explaining why you are the ideal candidate for the position.
Case Administrator
- 1 x Fixed Term: ASAP unto end of 2025
- 1 x Permanent Position
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 will be responsible for your own caseload, triaging and collating cases under TMO’s remit, engaging with consumers and businesses to provide information and assistance, as well as gathering evidence to ensure the cases are processed appropriately.
This is a hands-on customer-facing role, where verbal and written communication is key, and achievement of service levels are paramount. You will enjoy working under pressure, be inquisitive by nature, have superb organisational skills, and a passion for delivering exceptional customer service.
Customer Contact Adviser
As the newest permanent member you will be working in a high-volume contact centre environment, within a friendly and professional customer service team. You will be required to be working partly from home and partly in the office. The office is located in Central London, Westminster.
As a member of the Consumer Contact 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.
Main responsibilites
- Manage a high volume of enquiries via inbound calls, email, Web2Case, post and fax.
- Provide an outstanding level of customer service that champions empathetic language, adapting to different forms of operating/communication styles and implementing strong active listening skills.
- Assess if the complaint received falls into TMO remit and inform the consumer accordingly.
- Provide updates to consumers with existing cases via phone/email/post.
- Provide accurate advice of referring consumers to the appropriate bodies to assist when outside of TMO remit.
- Accurate capture and logging of all mandatory data to quality requirements
- Meet and exceed TMO Customer Service levels, Targets and KPI’s
- Operate within TMO values framework, processes and relevant TMO timeframes, OA Policies, and UK consumer law
To apply for this role, please send your CV and a covering letter highlighting your relevant experience and why you should be considered for the role
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
