£28,649 per annum | Permanent | Full Time | Hybrid Working - Westminster, London
Are you an experienced contact centre professional who enjoys helping people, solving problems and making a real difference?
The Motor Ombudsman is looking for a Consumer Contact Adviser to join its friendly, supportive and professional Consumer Contact Team.
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.
What We're Looking For
We're particularly interested in hearing from people who have worked in a busy contact centre and genuinely enjoy delivering great customer service.
You’ll need:
- At least two years’ experience working in a customer service contact centre environment.
- Excellent communication skills, with the ability to listen, show empathy and adapt your approach to different people.
- Confidence handling challenging conversations calmly and professionally.
- Strong attention to detail and good IT and administration skills.
- Experience working towards KPIs and service targets.
- A positive, proactive attitude and the ability to work independently and as part of a team.
You don't need previous experience in the automotive industry or dispute resolution. What's important is your contact centre background, your ability to learn and your commitment to helping people.
What's On Offer?
- Salary: £28,649 per annum.
- Contract: Permanent, full-time.
- Location: Westminster, Central London.
- Hybrid working: Generally four days working from home and one day in the office, with up to eight office days per month. Additional office attendance may be required during initial training.
- Private medical insurance.
- Company sick pay.
- Company events.
- A welcoming and supportive team environment.
About The Motor Ombudsman
The Motor Ombudsman is the UK's first automotive sector-specific Ombudsman, providing an independent and impartial dispute resolution service for consumers and businesses.
With a strong commitment to fairness, professionalism and customer care, the organisation is continuing to develop its services and invest in its people.
Its values –Positive, Respectful, Impartial, Dynamic and Empowered (PRIDE) – are at the heart of everything it does.
Interested?
If you have a strong contact centre background and are looking for a customer service role where your skills can make a genuine difference, we’d love to hear from you.
The Motor Ombudsman is an equal opportunities employer and welcomes applications from people of all backgrounds. Reasonable adjustments are available throughout the recruitment process.
Hours
9am to 5pm
Monday to Friday, 9am to 5pm. Benefits include a performance and company bonus scheme, 25 days’ annual leave plus bank holidays, private medical insurance, life assurance, permanent health insurance and a pension scheme. Additional benefits include health club discounts, health screenings, an Employee Assistance Programme, family leave and employee discounts.
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Contact Centre Adviser in City of London employer: The Motor Ombudsman
The Motor Ombudsman is an exceptional employer, offering a unique opportunity to work in the heart of Westminster, London, where you can make a real impact in consumer dispute resolution. With a strong focus on employee growth, hybrid working options, and a supportive team culture, we provide our Adjudicators with the autonomy to manage their caseloads effectively while enjoying competitive benefits such as private medical insurance and performance bonuses. Join us to be part of a dedicated team that values diversity and strives for continuous improvement in the automotive sector.
