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.