Ombudsman

The Motor Ombudsman; Liverpool; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Performance bonus scheme

25 days annual leave

Private medical insurance

Life assurance

Permanent health insurance

Pension scheme

Health club discounts

Health screenings

Employee Assistance Programme

Family leave

Employee discounts

Job summary

The Motor Ombudsman in Liverpool or Westminster offers a 12-month fixed-term Ombudsman role with hybrid working (4 days at home, 1 day in the office). A law degree and ADR experience are essential as you investigate complaints and make final, binding decisions.

You will manage a varied caseload, meet targets, and contribute to service improvements while using MS Office and potentially Salesforce or Zendesk. Mon-Fri, 9-5, with a comprehensive benefits package.

Qualifications

• Law degree and ADR experience essential.
• Strong analytical skills and sound judgment.
• Clear written and verbal communication; ability to explain decisions sensitively.

Responsibilities

• Investigate complaints between consumers and automotive businesses; assess evidence and reach fair decisions.
• Manage own caseload, including complex disputes and escalated complaints.
• Explain decisions clearly; respond to enquiries; support vulnerable consumers with empathy.

Skills

Legal thinking

Analytical skills

Communication

Time management

Customer service

Education

Law degree

Tools

Microsoft Office

Salesforce

Zendesk

Job description

Ombudsman – 12-Month Fixed-Term Contract

£50,000 per annum | Liverpool or London - Hybrid - 4 days/ 1 day

Make a difference through fair decisions, with a supportive team and the flexibility of hybrid working.

Join The Motor Ombudsman, a growing organisation helping consumers and automotive businesses resolve disputes fairly. This is an opportunity to put your legal knowledge and dispute resolution experience to meaningful use, taking ownership of complex cases and making final, binding decisions.

With a friendly, collaborative team and a working pattern generally offering four days at home and one in the Liverpool or Westminster office, the role combines professional responsibility with flexibility. The current Hybrid Working Policy allows for up to eight office days per month.

A law degree and experience in a similar alternative dispute resolution role are essential.

The Role

Investigate complaints between consumers and accredited automotive businesses, assess the evidence and reach fair, reasonable and impartial outcomes using The Motor Ombudsman's Codes of Practice, relevant legislation and industry practice.

Manage your own caseload, including complex disputes and escalated complaints, balancing timely resolution with careful, high-quality decision-making.

Explain decisions clearly, respond professionally to enquiries and support vulnerable consumers with empathy.

Share learning and recurring issues with colleagues, contribute to training and service improvements, and keep your legal knowledge up to date.

What We're Looking For

A law degree and experience in a similar alternative dispute resolution role, with personal accountability for your decisions.

Strong analytical skills and sound judgement, with the ability to assess conflicting evidence objectively.

Clear written and verbal communication, including the confidence to explain complex or disappointing decisions sensitively.

Excellent organisation and time management, with the ability to manage a busy caseload and meet agreed targets.

Strong customer service skills, empathy towards vulnerable consumers and a positive, supportive approach to teamwork.

Confidence using Microsoft Office. Knowledge of consumer and contract law, automotive experience, or familiarity with Salesforce and Zendesk would be an advantage.

Benefits and Working Arrangements

£50,000 per annum | 12-month fixed-term contract | 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.

The role is contractually office-based in Westminster, with hybrid working under the current policy as outlined above.

Hours

9am to 5pm

£50,000 per annum | 12-month fixed-term contract | 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.