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- Tasks: Lead casework teams and provide expert legal advice in a fast-paced environment.
- Company: Join The Ombuds Group, a top-rated not-for-profit in dispute resolution.
- Benefits: Earn up to £70,000 with private medical cover and a 4-day work week.
- Why this job: Make a real impact on fairness and standards across various industries.
- Qualifications: Qualified solicitor with 3-5 years' experience in dispute resolution.
- Other info: Enjoy a modern office with great work-life balance and professional development opportunities.
The predicted salary is between 70000 - 70000 £ per year.
The Ombuds Group is a nationally recognised, not-for-profit leader in the UK’s alternative dispute resolution sector. We provide trusted, independent dispute resolution services across a wide range of regulated and non-regulated industries including rail, retail, home improvement, utilities (energy and water), TV and music licensing, football and removals.
Our portfolio of brands – recognised by government, business and consumers – stands for trust, impartiality and integrity. In addition to dispute resolution, we provide expert training and consultancy to help organisations strengthen complaint handling, raise standards and build long-term customer trust.
In 2025, we were proud to be named one of The Sunday Times Best 500 Places to Work, reflecting our commitment to fairness, innovation and employee wellbeing.
The Role
We are seeking a Head of Casework to provide technical leadership, legal advice and oversight and quality assurance across all schemes delivered by The Ombuds Group. Reporting to the Deputy Chief Ombudsman, you will play a critical role in ensuring the quality, consistency and integrity of decisions across our dispute resolution schemes.
You will guide casework teams, provide expert advice on complex matters and support the professional development of colleagues across the organisation. This is a fast-paced, senior in-house legal role offering a unique opportunity to influence decision-making standards across multiple sectors while shaping the future capability of ADR professionals.
Key Responsibilities
- Technical Leadership (Legal) and Casework Oversight
- Provide authoritative legal and technical advice on complex cases.
- Ensure decisions are consistent, well-reasoned and defensible.
- Guide caseworkers in sound reasoning and application of scheme rules, ADR regulations and relevant legislation.
- Act as a technical sounding board on sensitive, legal and high-profile matters.
- Provide consultancy and guidance to scheme members on complaint-handling standards.
- Ad-hoc legal counsel duties as required by the Ombuds Group board from time to time.
- Mentoring and Capability Development
- Lead the professional development of caseworkers and aspiring lawyers, including through SQE/QWE pathways.
- Embed a culture of learning, reflection and continuous improvement.
- Identify capability gaps through case analysis and deliver targeted development initiatives.
- Manage competency frameworks, CPD programmes and professional accreditation requirements.
- Quality Assurance and Complaints Handling
- Lead quality assurance activities across schemes.
- Identify trends, inconsistencies and emerging risks in decision-making.
- Develop guidance, frameworks and technical resources to support high-quality decisions.
- Review and determine complaints about the service with fairness and transparency.
- Governance and Risk Management
- Identify and manage technical, reputational and regulatory risks.
- Escalate significant issues to the Deputy Chief Ombudsman with recommended actions.
- Lead internal and external audit activity, including ISO9001 compliance.
- Ensure accurate regulatory reporting to accrediting bodies.
- Data Protection
- Act as the organisation’s Data Protection Lead.
- Manage data breaches, DPIAs and regulatory compliance.
- Monitor developments in data protection regulation relevant to the organisation.
- Stakeholder Engagement
- Represent the organisation in engagements with regulators and accrediting bodies.
- Build strong relationships with scheme members and external stakeholders.
- Facilitate casework meetings to discuss decisions, trends and recommendations.
- Training and Development
- Contribute to the delivery of accredited training for members and stakeholders.
- Identify training needs arising from casework and provide targeted support.
About You
You will be a qualified solicitor with 3–5 years’ post-qualification experience and strong experience in dispute resolution, regulatory environments, or complex complaint investigation. We are looking for someone who brings:
- Strong legal judgement and analytical ability
- Experience interpreting legislation and regulatory frameworks
- Excellent written and verbal communication skills
- A commitment to fairness, impartiality and high professional standards
- Experience mentoring or developing professionals
- An interest in developing expertise in consumer law and ADR
Salary and Benefits
Up to £70,000 salary depending on experience. Best in class private medical cover and comprehensive wellbeing package. Optional 4-day working week (Monday–Thursday or Tuesday–Friday). Modern offices with games room, quiet zones and staff events. Company-sponsored opportunities to obtain further professional qualifications. Exceptional work-life balance.
If you’re looking to use your legal expertise to influence fairness and standards across multiple industries while enjoying genuine work-life balance, we would love to hear from you.
SOLICITOR | DIRECTOR OF CASEWORK | FULL TIME 4 DAY WEEK in Stevenage employer: The Ombuds Group
Contact Detail:
The Ombuds Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SOLICITOR | DIRECTOR OF CASEWORK | FULL TIME 4 DAY WEEK in Stevenage
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out for informational chats. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your skills align with their goals. This will help you stand out and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Mock interviews can help you get comfortable with common questions and refine your answers. Plus, it’s a great way to receive constructive feedback!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, go ahead and take that step!
We think you need these skills to ace SOLICITOR | DIRECTOR OF CASEWORK | FULL TIME 4 DAY WEEK in Stevenage
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Director of Casework role. Highlight your experience in dispute resolution and any relevant legal expertise that aligns with our mission at The Ombuds Group.
Showcase Your Skills: We want to see your strong legal judgement and analytical ability shine through. Use specific examples from your past work to demonstrate how you've tackled complex cases or mentored others in the field.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your key points are easy to understand.
Apply Through Our Website: Don’t forget to submit your application via our website! It’s the best way for us to receive your details and ensures you’re considered for this fantastic opportunity at The Ombuds Group.
How to prepare for a job interview at The Ombuds Group
✨Know Your Stuff
Make sure you brush up on your legal knowledge, especially around dispute resolution and regulatory frameworks. The Ombuds Group is looking for someone with strong legal judgement, so be prepared to discuss complex cases and how you would approach them.
✨Showcase Your Leadership Skills
As a Director of Casework, you'll need to demonstrate your ability to lead and mentor others. Think of examples from your past where you've guided teams or developed professionals, and be ready to share these during the interview.
✨Understand Their Values
The Ombuds Group prides itself on fairness, integrity, and employee wellbeing. Familiarise yourself with their mission and values, and think about how your own principles align with theirs. This will show that you're not just a fit for the role, but also for the company culture.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the role, the team, and the organisation's future. This shows your genuine interest in the position and helps you assess if it's the right fit for you too.