The Ombuds Group
Client Services Associate
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About The Ombuds Group
The Ombuds Group is a UK-based not-for-profit organisation bringing together a range of independent, government-approved dispute resolution services.
Through organisations including the Dispute Resolution Ombudsman, Rail Ombudsman and Furniture & Home Improvement Ombudsman, we help resolve disputes between businesses and consumers and work with industries to improve standards and customer outcomes. Our work matters. Every day, we help people who have experienced a problem or dispute to understand their options, access support and move towards a fair resolution.
We are looking for a Customer Service Associate to join our busy Consumer and Member Services Team.
About the role
As a Customer Service Associate, you will be an important first point of contact for consumers and members who need our help. You'll provide friendly, professional and empathetic support across telephone, email, web chat and social media, helping customers understand our services and guiding them through the dispute resolution process.
This is much more than a traditional customer service role. You'll develop knowledge of dispute resolution and consumer protection, review case information, work closely with Ombudsman and colleagues across the organisation, and have the opportunity to contribute toward service improvements.
You'll need to be comfortable working in a busy environment, managing a range of enquiries and using your judgement to identify the best way to support each customer.
What you'll be doing
- Act as a key point of contact for consumers and members, providing clear, professional and empathetic support through telephone, email, web chat and social media.
- Provide accurate information and guidance, ensuring customers understand our services and what they need to do next.
- Manage enquiries effectively while meeting agreed service levels, KPIs and quality standards.
- Accurately record customer interactions, information and case activity on our systems.
- Liaise with internal and external stakeholders to resolve issues and enquiries as efficiently as possible.
- Review consumer disputes and case information, ensuring files are complete and ready for consideration by an Ombudsman.
- Support our Customer Aftercare and Inspection Services.
- Provide assistance with Subject Access Requests.
- Identify opportunities to improve the customer experience and contribute ideas for improving our processes and services.
- Support projects and other activities across the Consumer and Member Services Team as required.
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What we're looking for
We're looking for someone who genuinely enjoys helping people and takes pride in providing an excellent customer experience.
You'll ideally have:
- Excellent verbal and written communication skills.
- A confident, professional and engaging telephone manner.
- Strong customer service skills and a genuine desire to help people.
- Excellent problem-solving skills and the ability to identify practical solutions.
- Strong attention to detail and a commitment to getting things right.
- The ability to manage competing priorities and work effectively in a busy environment.
- A flexible and positive approach, with the ability to adapt to changing priorities.
- Confidence communicating with people at different levels, both internally and externally.
- Good IT skills and confidence using Microsoft Office and other computer systems.
- The ability to work collaboratively as part of a team.
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Previous experience in customer service, complaints handling, dispute resolution, contact-centre, financial services, retail, hospitality or another customer-facing environment would be beneficial, but we're more interested in your attitude, communication skills and willingness to learn.
Development and progression
We want our people to grow with us.
You'll receive full training when you join and ongoing support to develop your knowledge, confidence and skills.
This role provides an excellent opportunity to build experience in customer service, complaints handling, dispute resolution and consumer protection.
What we offer
- £26,000 salary
- 35-hour working week (moving to a Four-day working week following successful completion of probation)
- 21 days' annual leave, plus your birthday and bank holidays
- Company pension scheme – The People's Pension, 3%
- Private medical health cover
- Health cash plan
- Life assurance
- Free on-site parking
- A supportive and collaborative working environment
- The opportunity to develop a career within a growing UK dispute resolution organisation
Our culture
We're proud to be a people-focused organisation where everyone plays an important part in delivering a high-quality service.
You'll work alongside colleagues who care about the work we do and who understand the importance of treating consumers, businesses and each other fairly and respectfully.
If you're someone who is curious, caring, professional, resilient and enjoys finding solutions, we'd love to hear from you.
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