At a Glance
- Tasks: Manage and resolve consumer disputes in the automotive sector with autonomy.
- Company: Join The Motor Ombudsman, the UK's only dedicated automotive Ombudsman.
- Benefits: Competitive salary, bonuses, hybrid working, and generous annual leave.
- Other info: Dynamic team environment with opportunities for professional growth.
- Why this job: Make a real difference every day while developing your dispute resolution skills.
- Qualifications: Experience in dispute resolution and strong knowledge of consumer law required.
The predicted salary is between 33600 - 33600 £ 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 Liverpool team and looking for a Dispute Resolution Officer (Adjudicator) to join us on a 12-month fixed term contract.
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
£33,600 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
Adjudicator in Liverpool employer: The Motor Ombudsman
The Motor Ombudsman is an exceptional employer, offering a unique opportunity to work in a dynamic and supportive environment in Liverpool. With a focus on employee autonomy and professional growth, we provide comprehensive training and development opportunities, alongside competitive benefits such as a performance bonus and generous annual leave. Join us to make a meaningful impact in the automotive industry while enjoying a hybrid working model that promotes work-life balance.
