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Our people are at the heart of our service and have a unique mix of experience, background, knowledge and personality. But what they all have in common is a passion, and an ability to solve the problems people talk to us about.

  • investigator

    starting salary £27,600 plus excellent benefits and the potential to progress to £31,000 within 12 months, depending on your performance – permanent – London docklands

    These roles are available on a full time and part time basis – the initial training period in our academy is six months and we’d ask that you can commit to full time hours for the first four weeks

    As an investigator, you’ll be part of a small team, at the heart of what we do – helping sort out financial services problems for our customers. Supported by an ombudsman manager, you’ll be accountable for getting to the bottom of our customers’ complaint and investigating things thoroughly, to find answers to problems that are fair and feel fair.

    You’ll do this by listening carefully to both sides, asking the right questions and using your sound judgment – as well as drawing on the expertise and knowledge of those around you. You’ll need to build trust, manage expectations and explain what you think, and why – both in writing and over the phone. And you’ll do this in a way that’s straightforward and clear for everyone to understand.

    Help us make money matters fairer – who we’re looking for

    You’ll thrive in an environment where no two days are the same – and you’ll be motivated by doing the right thing. You’re confident at cutting through the confusion to give people the help they need in a clear and balanced way. You’re a natural problem-solver, who is open minded and uses common sense to resolve complex and challenging situations.

    Ideally, you’ll have experience of helping people in a customer-facing or case handling role. And while a knowledge and understanding of financial services and products is beneficial – it’s not essential. Importantly, you’ll have a desire and curiosity to learn and build your knowledge – be self-motivated and able to organise and juggle a number of competing priorities.

    Find out more about how you can make a difference at the ombudsman service by taking a look at the job profile.

    If this sounds like you then apply now.

    download job profile apply now

    talent and performance manager

    salary £45,000 to £60,000 – permanent – London docklands

    As part of our recent transformation, our HR department has gone through a significant period of change.

    As our new talent and performance manager, your role will be to ensure that we have performance and talent processes in place to help colleagues achieve their potential, and have the opportunity to build rewarding careers with the service.

    You’ll design and implement our annual talent and performance activities, building the right tools and developing our talent and succession plans across the service to help us meet our commitments. In particular, you’ll design and develop our talent management approach from scratch, and work with colleagues in HR to imbed it across the organisation.

    You’ll need to work with our employee insight data, and bring in research and best practice thinking to ensure that, in support of our diversity and inclusion strategy, we have clear processes in place to enable colleagues to progress their careers at the service on merit, ensuring that fairness is at the heart of everything we do.

    To succeed in the role, you’ll need demonstrable experience and expertise of delivering in a similar position, including being accountable for succession planning, talent management and development, talent systems and reporting metrics. Solution focussed with outstanding communication skills, you’ll have the ability build excellent relationships and think creatively to solve problems. And you’ll ideally be CIPD qualified, with experience of using psychometric tools.    

    To find out more, take a look at the job profile.

    If it sounds like your kind of role – go ahead and apply now.

    The closing date for applications is the 30 June 2018.

    download job profile apply now

    market research analyst

    salary up to £44,400 – permanent – London docklands

    Can you help us to deliver and support our market research?

    We’re looking for a market research analyst to help us ensure consumer and business surveys are developed, processed and presented to enable the organisation to be able to make decisions. We’re looking for somebody with previous experience working as a market researcher either in an agency or an organisation that uses market research to improve customer service.

    We would need you to have great communication skills both verbally and writing in order to translate information from our specialist software using matrices, statistical data, graphs and sampling frames into plain English for your audience. You’ll be communicating with senior members across the service and will need to liaise with consumers and businesses across different projects. So you will need to have great attention to detail, project management skills and an ability to manage and prioritise multiple items of work.

    We need someone who’s highly numerate to use their experience of various quantitative and qualitative research techniques in order to manage the creation of sampling frames and extract appropriate data for a full range of internal stakeholders. You will also be responding to consumers and businesses promptly, courteously and professionally when they contact us having received a survey.

    Ideally you will be a member of the Market Research Society or a similar trade association and you will have knowledge of SPSS.

    If you think you have the relevant skills and experience please take a look at our job profile for further information.

    If you would like to apply please submit a copy of your CV as well as a supporting statement telling us why you would be suitable for the role.

    The closing date for applications is 11:59pm on 1 July 2018.

    download job profile apply now

    casework coordinator

    salary £22,100 plus excellent benefits – Fixed term until the end of March 2019 – Coventry

    As a casework coordinator, you’ll provide direct support to our heads of casework teams – everything from general administration and taking minutes, to helping with project work, keeping track of budgets and organising staff engagement events.

    You’ll need to be able to juggle a number of tasks at once – managing your time effectively and making sure you deliver what you say you will. You’ll also be confident dealing with colleagues at all levels across the ombudsman and be able to focus on delivering a great end result to your customers. You’ll have access to sensitive information so confidentiality is a must too.

    Experience of coordinating multiple diaries is desirable as you’ll be supporting a number of managers.

    If this is a challenge you’d be keen to tackle, find out more from our job profile and apply with your CV and a covering letter that tells us:

    - what attracts you to this job and the ombudsman service
    - why your skills and experience (both in and out of work) make you the right person for the job

    The closing date for applications is on 4 July 2018.

    download job profile apply now

    policy and communications managers (public affairs)

    salary £43,528 plus excellent benefits – permanent and fixed term contracts – London docklands

    The Financial Ombudsman Service makes a real difference to people’s lives every day, and our stakeholder team helps to share the insight we gain from our work with the people and organisations that have an interest in what we do. We have an opportunity for three policy and communications managers to help us do exactly that.

    We’re looking for three experienced managers to join our stakeholder team, a permanent one to help us manage our relationships with government, regulators and the media and another two, one permanent and one for six months, to focus on our strategic engagement with businesses, trade associations and consumer groups. By understanding the strategic issues that the ombudsman faces, and building trusted relationships at all levels, you’ll play a key role in shaping our response to an ever-changing world.

    Our decisions make a real difference – not only to the consumers and businesses directly affected – and our broad remit means that we need to work with government and the media. It’s vital that we understand the wider environment so that we can reflect this in our own plans and messages – and that we’re able to join the dots between what’s going on in the outside world and the complaints we’re seeing. It’s also important that we use insight gained from the hundreds of thousands of cases we consider each year to contribute to the development of public policy thinking and wider discussions.

    You’ll have had extensive experience dealing with stakeholders, both internally and externally. You’ll have a great understanding of public policy issues – and how they’re changing, domestically and internationally. You’ll be skilled at building trusted networks, both internally and externally, and will be able to support our board and executive team with knowledge and insights. Most importantly, you’ll be an excellent communicator who’s able to understand what’s going on behind the headlines and translate complex policy debates into plain English. You’ll have experience of designing and implementing an engagement strategy. You may have worked in or close to central government or for one of our other key stakeholders.

    To find out more, take a look at the job profile.

    If it sounds like your kind of role – go ahead and apply now.

    The closing date for applications is 11:59pm on 19 July 2018.

    download job profile apply now

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