At a Glance
- Tasks: Manage and resolve consumer disputes in the automotive sector with autonomy and professionalism.
- Company: The Motor Ombudsman, the UK's only dedicated automotive Ombudsman.
- Benefits: Competitive salary, bonuses, hybrid working, and generous annual leave.
- Other info: Join a growing team with excellent career progression opportunities.
- Why this job: Make a real difference while developing your skills in a supportive environment.
- Qualifications: Experience in dispute resolution and strong knowledge of consumer law required.
The predicted salary is between 33600 - 33600 £ per year.
Dispute Resolution Officer (Adjudicator) | £33,600 plus bonus | Hybrid Westminster London
Are you an experienced dispute resolution or complaints professional with a solid grounding in consumer law?
Looking for a role that gives you real autonomy, hybrid working, and the chance to make a genuine difference every day?
The Motor Ombudsman — the UK's only dedicated automotive Ombudsman — is expanding its London team and are looking for a Dispute Resolution Officer (Adjudicator)
The Role
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
What We're Looking For
- Experience in alternative dispute resolution, complaints investigation or a similar decision-making role
- Sound knowledge of consumer law — particularly the Consumer Rights Act and contract law
- Exceptional attention to detail and strong analytical skills
- Excellent written communication — able to produce clear, well-reasoned decisions
- Highly organised with the ability to manage multiple cases simultaneously at pace
- Calm and professional when dealing with complex or sensitive cases
- Comfortable with Microsoft Office and case management systems
- Desirable: Law degree | CRM experience | Motor trade knowledge
- Salary & Benefits
- £35,000 salary per annum
- 10% end-of-contract retention bonus plus up to 12% Performance Enhancement Plan (PEP) bonus, paid quarterly upon successful achievement of targets following 8 weeks’ service
- 25 days annual leave plus bank holidays pro rata
- Hybrid working —
- Up to 8 days in the office for training purposes
- Laptop provided from day one
- Company pension
- About The Motor Ombudsman
We are the UK's only dedicated Ombudsman for the automotive sector, resolving disputes between consumers and over 7,500 accredited businesses.
Independent, impartial and free to use — we handle over 45,000 cases a year and are growing.
The Motor Ombudsman is an equal opportunities employer.
We welcome applications from all sections of the community regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
- Hours
- 9am to 5pm
- Quarterly Performance Enhancement Plan (PEP) bonus — paid upon successful achievement of targets following 8 weeks' service
- 10% end-of-contract retention bonus on completion of the full contract until 25 December 2026
- 25 days annual leave plus bank holidays pro rata
- Hybrid working — up to 8 days office working for training purposes
- Laptop provided from day one
- Company pension
- Sick pay
- Cycle to work scheme
- #J-18808-Ljbffr
Dispute Resolution Officer employer: The Motor Ombudsman Limited
The Motor Ombudsman is an exceptional employer, offering a unique opportunity for Dispute Resolution Officers to thrive in a supportive and dynamic environment. With a commitment to employee growth, hybrid working arrangements, and a focus on making a meaningful impact in the automotive sector, you will enjoy a fulfilling career while being part of a dedicated team that values independence and professionalism. Our competitive benefits package, including performance bonuses and generous leave, ensures that you are well-rewarded for your contributions.
Contact Details:
The Motor Ombudsman Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Dispute Resolution Officer
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
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✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like The Motor Ombudsman Limited looking for candidates who are engaged and informed.
We think you need these skills to ace Dispute Resolution Officer
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at The Motor Ombudsman Limited. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at The Motor Ombudsman Limited
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with The Motor Ombudsman Limited’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
