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What our staff say...
They have supported me in achieving my goals
My name is Scott Mills and I started working at Dispute Resolution Ombudsman as an Assistant Ombudsman in April 2018. After working in sales and recruitment for a couple of years, I thought it was going to be difficult to adjust as I had no previous legal experience. The Ombudsman provided a thorough training programme which saw me through 5 accreditations and a BTEC qualification. After my probationary period I was promoted to the role of Ombudsman and was given the opportunity to assist in launching the Rail Ombudsman in November 2018.
The Ombudsman had created a platform for me to build the key skills I need to pursue a career in law. I recently made the decision to return to University with the aim of qualifying as a solicitor. The Ombudsman have enabled me to further my studies whilst working, I am currently studying for my LPC and master’s at the University of Hertfordshire. I have consistently felt that the Ombudsman have advocated my education and professional development. They have actively taken an interest in what my aspirations are and have supported me in achieving my goals.
I look forward to my upcoming career
Having joined the company in 2018 as an Ombudsman, I have recently been promoted to a Lead Ombudsman level. In my Ombudsman role, I spend my day impartially investigating cases. This frequently involves in depth research to establish the facts of the case whilst balancing the expectations of both the consumer and service provider. In the initial stage of the case I mediate disputes between the parties to allow for a more informal resolution to be reached. However, if this is not possible, a written decision will be issued which focuses on the principle of fairness. Due to the nature of my academic background, I particularly focus on accessibility cases and those regarding matters relating to equality.
In my role as a Lead Ombudsman, I take a proactive approach in supporting the team with cases and analysing our process to identify how to increase efficiency in the way we handle cases. I train new members of staff to support them in learning the role and being confident with their case work. I undertake a flexible approach in liaising with consumers and service providers to ensure that I fully understand the complaints being raised.
In my time at the Ombudsman I have developed my research skills in addition to knowledge of the industry. I feel supported by the Ombudsman for my future personal development and look forward to my upcoming career with Dispute Resolution Ombudsman.