Head of Casework | Sunday Times BEST PLACE TO WORK | Full time 4-day week
The Ombuds Group
đź“Ť Stevenage, Hertfordshire
đź’Ľ ÂŁ70,000 + excellent benefits
đź•“ 4-day working week
About Us
The Ombuds Group is a nationally recognised, not-for-profit 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 industries including rail, retail, home improvement, utilities (energy and water), TV and music licensing, football 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.
* Rail Ombudsman
* Dispute Resolution Ombudsman
* Furniture & Home Improvement Ombudsman
* Removals Ombudsman
* Independent Football Ombudsman
* Consumer Friend
The Role
We are seeking a Head 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
Technical Leadership (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.
* Ad-hoc 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 ÂŁ70,000 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
âś” Optional 4-day week (full-time)
âś” 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.