Dispute Resolution Officer
The Motor Ombudsman · Direct employer
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 bank holidays pro rata
• Hybrid working — Up to 8 days in the office for training purposes
• Laptop provided from day one
• Private medical insurance
• Company pension
• Life insurance
• Sick pay
About The Motor Ombudsman
We are the UK's only dedicated Ombudsman for the automotive sector, resolving disputes between consumers and over 7,500 accredited businesses. Independent, impartial and free to use — we handle over 45,000 cases a year and are growing.
The Motor Ombudsman is an equal opportunities employer. We welcome applications from all sections of the community regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
You may have experience of the following: Dispute Resolution Officer, Adjudicator, Complaints Investigator, Complaints Handler, Case Handler, Case Manager, Consumer Dispute Specialist, ADR (Alternative Dispute Resolution) Officer, Ombudsman Case Officer, Investigation Officer, Claims Adjudicator, Legal Case Officer.
REF-228 557
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