The importance of Wellbeing in the Ombudsman Service
Sadie Marshall, Ombudsman for the Motor Ombudsman shares how important wellbeing is within the Ombudsman Service.
Wellbeing has become a cornerstone of modern workplaces—and for good reason. The days of glorifying overwork, skipping lunch, and pushing past 5 p.m. are fading fast. Today, there’s a growing awareness of the importance of mental resilience, healthy life choices, and positive daily habits for a fulfilling and productive life.
Dispute resolution requires us to delve deeply into often challenging cases to deliver fair outcomes. However, these decisions can leave one party feeling dissatisfied, exposing us to the emotional fallout of our customers. Many of our people have to deal with customers who face mental health challenges, suicidal thoughts whilst also trying to resolve often complex disputes. If left unaddressed, this can take a toll on our resilience and overall mental health.
While many of us have developed a thick skin to manage disputes and challenging interactions, we’re human too. Without proactive care for our wellbeing, the constant demands of the job can overwhelm us, spilling over into our personal lives. Symptoms of burnout and emotional exhaustion may emerge, impacting our ability to thrive both at work and beyond.
Understanding Vicarious Trauma in Our Roles
Vicarious trauma—emotional and psychological strain from exposure to others’ distress—is a real risk in our profession. Whether you’re an Adjudicator, Ombudsman, or customer service professional, the emotionally charged narratives we hear daily can accumulate over time. Engaging empathetically with customers who describe their frustrations and disappointments leaves us vulnerable to develop our own frustrations within the role.
If we don’t address vicarious trauma, it can manifest as emotional fatigue, cognitive challenges, and even physical symptoms. For professionals constantly exposed to negative interactions, creating a buffer through self-care and community support is essential.
Ancient Wisdom Meets Modern Work
Teachings from yoga and esoteric traditions like Traditional Chinese Medicine, Kabbalah, Sufism, and Native American spirituality share a common thread: balance between mind and body is essential for wellbeing. Imbalances, they warn, can lead to suffering. This wisdom is profoundly relevant to our work environment. By actively seeking balance, we can better manage the stresses of our demanding roles.
As a yoga practitioner and teacher, I’ve found simple, effective techniques to harmonise the mind and body through the nervous system. Here are my top three recommendations for professionals to incorporate into their routines:
1. Breathwork: Reset Your Mind and Body
Spending hours in front of screens, analysing cases, and drafting decisions can lead to cognitive overload and fatigue. Breathwork is a powerful and quick way to recalibrate. Just 15 minutes a day can help reduce stress, boost focus, and enhance overall performance.
Try techniques like long deep breathing, box breathing, or breath of fire whilst keeping your eyes closed to calm your mind and stimulate positive neurotransmitters in your body. With regular practice, you’ll notice improvements in clarity, increased energy and emotional balance.
2. Movement: Counteract Desk Strain
Sitting at a desk for 30+ hours a week isn’t ideal for physical or mental health. Prolonged desk work can strain your musculoskeletal system, disrupting posture and causing discomfort that impacts your nervous system and mood over time.
Incorporate movements like yoga, mobility exercises, or cardio to counteract these effects. Focus on stretches that elevate your legs above your hips, extend your spine, and open your shoulders. Just 15-20 minutes daily can keep your posture aligned and your body resilient, ensuring you age gracefully and pain-free.
3. Build a Wellbeing Community
Wellbeing doesn’t have to be a solo journey. Sharing healthy habits with friends or colleagues can make the process enjoyable and help you stay accountable. A supportive community fosters consistency and provides encouragement during challenging times.
Whether it’s joining a workplace wellness initiative, forming a walking group, or scheduling a 20 minute yoga session as a productive break from work, when done in community can be a game-changer for your mental, physical, and emotional health.
Looking after yourself isn’t just about avoiding burnout—it’s about thriving. We shouldn’t settle for just ‘getting by’ and instead should aim to thrive in our mind and bodies. The next time your workplace offers a wellbeing initiative, grab a friend and dive in! You might discover something you love and build habits that empower you to feel your best, both at work and beyond.
By prioritising wellbeing, we strengthen our ability to serve others while creating a healthier, happier professional environment. Balance isn’t just a goal—it’s a practice worth showing up for every day.
If you are interested in hearing more about this work, please contact Sadie Marshall smarshall@tmo-uk.org