At a Glance
- Tasks: Manage and resolve consumer disputes in the automotive sector with autonomy.
- Company: The Motor Ombudsman, the UK's dedicated automotive dispute resolution service.
- Benefits: Competitive salary, bonus, hybrid working, and a chance to make a difference.
- Other info: Opportunity for career growth in a dynamic and rewarding role.
- Why this job: Make a real impact while working independently in a supportive team environment.
- Qualifications: Experience in dispute resolution and strong knowledge of consumer law required.
The predicted salary is between 35000 - 35000 £ per year.
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.
Adjudicator employer: The Motor Ombudsman
The Motor Ombudsman is an exceptional employer that values autonomy and professional growth, offering a hybrid working model in the vibrant heart of Westminster, London. With a commitment to making a genuine difference in consumer rights, employees enjoy a supportive work culture, opportunities for continuous improvement, and the chance to engage with meaningful cases daily. Join a dedicated team where your expertise in dispute resolution can truly shine and contribute to enhancing the automotive industry.
