Sunday Times BEST PLACE TO WORK | Full time 4-day week
The Ombuds Group
Stevenage, Hertfordshire £70,000 + excellent benefits 4-day working week (a long weekend, every weekend) About Us
The Ombuds Group is a nationally recognised,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 sectors including football, rail, retail, home improvement, utilities (energy and water), TV and music licensing, 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.
Our companies
Rail Ombudsman
Dispute Resolution Ombudsman
Furniture & Home Improvement Ombudsman
Removals Ombudsman
Consumer Friend
We also provide people and resources to:
Independent Football Ombudsman
The Role
We are seeking a
Director 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
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.
General 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
Best Place to Work – The Sunday Times
Optional 4-day week (full-time) A long weekend, every weekend
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.