Since her appointment as a trainee administrator in 2007, Kelly been involved in all aspects of the Ombudsman’s work.

In May 2011, following the successful completion of an in-house training programme, Kelly joined the Dispute Resolution Team in a supporting role to the Ombudsmen. In February 2012 she became professionally qualified by the Chartered Institute of Arbitrators and was appointed Dispute Resolution Associate. Kelly is primarily responsible for conciliating cases between consumers and retailers, helping both parties to reach a resolution wherever possible.