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logo: stonewall - diversity champion
logo: committed2equality

working here ...

Each year we help more than two million people who contact us with a problem they need sorting out.

We weigh up all the evidence and make a fair decision – which can be life changing. Seeing both sides of the story is what we do. So if you have the kind of perspective we're looking for, we'd really like to hear from you.

adjudicators (case-handlers)
(full and part-time roles available)

salary £22,000 - rising to £23,500 after 6 months with the potential to earn, through career progression, up to £30,000 – London docklands

At the ombudsman service we make fair decisions that settle disputes between financial businesses and their customers. Our adjudicators listen to both sides of every story before reaching an outcome that feels fair. Our customers (both the business and the consumer) come to us for a balanced – and free – decision that saves them from going to court. So it’s our responsibility to be honest, reliable and trustworthy. Now we’re looking for people with great people skills, confident use of written English and previous experience of solving customers’ problems to join our team.

one conversation at a time
  • Build an understanding with your customers and help them see a way forward.
  • Learn when to apply our guidelines and when to work with our professional leaders.
  • Gather relevant evidence to inform your thinking.
  • Take ownership for your cases – and the way you move them along.
focus on the individual

You’ll have exceptional attention to detail and will listen carefully to each person, thinking logically about their version of events and weighing up the evidence to get to the heart of the problem. Having done that, it’s really important that you can clearly explain your decision to both sides in a way they can understand, both over the phone and in writing.  Written communication skills are just as important as conversations that inspire confidence.

You’ll have used your experience to deal with customers’ problems before – and our intensive training programme will build on that. Adaptability, a willingness to learn and the motivation to always do the right thing are qualities you’ll also need to succeed here. Making decisions that matter can be a challenge but you’ll build skills for the rest of your career.

If this sounds like the role for you – take a look at the job profile.

Then, if you think you’d be right for the role - apply today - and start making the world a bit fairer.

The closing date for applications is midnight on Sunday 20 September 2015.

e-learning consultant

salary up to £35,500 + excellent benefits – London docklands

Our organisation is in a complex area that’s changing fast, and our learning and development team recognise that knowledge and learning is vital and they help to keep everyone’s skills up to date.

As our e-learning consultant, you’ll work with the organisation to understand their learning requirements. You’ll be designing and implementing effective e-learning content which is accessible for all levels of our organisation.

You’ll be working with and influencing stakeholders to work together towards the right solution. You’ll produce accurate, clear and engaging e-learning content which you would integrate with Kallidus, our learning management system.

You’ll have experience of developing e-learning content with one or more authoring technologies like Articulate Storyline or Captivate. And having experience of editing media - using tools such as Adobe Photoshop or Paintshop would be beneficial.

This role relies on you having a working knowledge and knowing how to apply instructional design theory and principles for delivering e-learning solutions. So having an instructional design qualification or e-learning developer accreditation would be beneficial.

If we’ve sparked an interest and you’d like to find out more – take a look at the job profile.

If you think this role might be for you and you’d like more detailed information, go ahead and apply now.

The closing date for applications is 6 September 2015.

HR business partner
6 month contract

salary £50,000 – London docklands

To enable us to better serve the wider organisation, our HR and organisational development (HR&OD) team have gone through a significant transformation over the last year. As the ombudsman has grown to deal with more customers coming to us to sort out their disputes, so we’ve had to put in place a new structure in HR&OD, to help us give the organisation the best possible service. As an HR business partner, you’ll be at the heart of this – working closely with our new HR&OD centres of excellence and in partnership with specific areas of the ombudsman to anticipate, respond to and resolve HR issues.

In this role, you’ll work directly with senior managers and managers to make sure the HR service we’re providing delivers the right support for the wider organisation. It is essential that you have previous experience of supporting senior managers through change.

Our HR business partners need to build great relationships with the managers they support – really understanding the issues their area of the organisation faces. You’ll also be proactive in identifying potential issues before they arise. So you’ll be comfortable with questioning the way things are, and confident in recommending how they could be improved. You’ll be able to approach problems with an open mind, using innovative ideas and creative thinking to get the best results.

You’ll need to become a trusted and credible partner for managers – really integrating yourself with their team, and being someone they fully involve in their people decisions. Central to everything is your ability to communicate – with managers, employees and the HR&OD team – to ensure we’re delivering an outstanding HR service.

If we’ve sparked an interest in you and you’d like to find out more – take a look at the job profile.

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

The closing date for applications is 7 September 2015.

head of HR (centres of excellence)
permanent – we’re open to discussing flexible working

salary £85,000 plus excellent benefits – London docklands

At the ombudsman, we’ve changed enormously over the past four years, growing from 2,000 people to 4,000 today. Much of this has been driven by the increasing number of people who’ve contacted us for help with payment protection insurance (PPI).

As an organisation, we’re proud that we’ve managed this period of rapid change without compromising our values, which remain at the heart of everything we do. As our landscape continues to change, HR will need to further develop our approach to promoting the right behaviours and offering the right rewards for our people.

In a recent review, the CIPD told us that we’re starting from a sound basis. And our new strategic HR business partners are already starting to make a positive impact.

The head of HR (centres of excellence) is a new role which will complete the structural transformation we’ve been undergoing in HR.

In this role you’ll lead our HR centres of excellence, delivering the strategy and changes we’ve started for each of our areas of HR specialism. As part of this, you’ll make sure our HR offering is fit for the future and can be the foundation for the programme of changes our organisation is working through.

We’ve an ambitious people strategy and people plan to deliver for the ombudsman service. The HR specialist areas are critical to us being able to do that, so it’s an exciting time for our HR team. We’ll be using our expertise to review how we attract, develop and retain people who share our values. You’ll need to be a strong leader who’s able to get the best from people in a collaborative and respectful way – joining all the individual HR specialist areas together to collectively develop the ombudsman service of the future. You’ll be leading the implementation of a number of new approaches including a new reward strategy, a revised approach to performance and talent management, changing our career paths and bringing more of our resourcing ”in house”.

Using your ability to influence and persuade at all levels, you’ll have a central role in enabling the ombudsman to deliver its overall strategy – producing significant and lasting benefits for all involved.

Take a look at the job profile to find out more.

Then if you think you could make a difference in this role – apply now.

The closing date for applications is 9th September 2015.

infrastructure developer (network and telephony)

salary up to £55,000 plus an excellent pension and benefits

Use your experience of playing a key role in a network infrastructure team to get great exposure to a wide range of network and network security technologies. This is a chance to get involved in development projects in an organisation where new and different technologies are ever more central to the way we deliver our service.

Demand for our organisation’s service has increased hugely in recent years, so we’ve more than doubled in size to around 4,000 people. Our IT teams have expanded accordingly to make sure we can provide an excellent service to our colleagues.

We’re now looking for an infrastructure professional to manage our network and network security systems including firewalls, load balancers, routers and switches. In this role, you’ll divide your time between projects and day-to-day work – researching and design work on systems, and putting in place new technologies.

You’ll be CCNP certified and will have worked in an organisation of a similar size to ours. Your experience will include deploying, configuring and maintaining Cisco routing and switching products, including Nexus datacentre switches and Cisco wireless products. And you’ll have maintained and configured Cisco ASA, Checkpoint and Juniper firewalls.

Among other experience, you’ll also have worked with intrusion prevention systems and intrusion detection systems – so you’ll know how to contribute to making our network as secure as it can be. You’ll be the sort of person who can collaborate well with colleagues to help us achieve this – and our open and collaborative culture will support you in doing this.

If this sounds like the role for you – take a look at the job profile.

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

The closing date for applications is 30th September 2015.

top of page

... as a free, independent service for consumers, we help people from all backgrounds – and all parts of the community – to settle complaints they might have with their financial service provider.

We want the people we employ – and our work culture – to reflect and value the diversity of our customers. We’re also fully committed to helping all our people fulfil their potential – with first-class training and outstanding opportunities for career development.

And we adapt to the needs of our people, customers and job applicants in many different ways. For example, to make sure we provide reasonable adjustments, we have a dedicated team to liaise with people who let us know they need extra support.

By doing the right thing by everyone we deal with, by being committed to fairness, and by respecting difference – we believe we can offer a service we can be proud of.

our chief ombudsman

who's qualified to settle complaints?

The technical, academic and professional qualifications of our adjudicators and ombudsmen are as varied as the work we cover – from mortgages to portfolio management.

The backgrounds of our people are similarly varied. We have accountants and lawyers working for us as well as former IFAs, insurance brokers, bankers and trading standards officers. We list the backgrounds of all our ombudsmen on our website.

But what makes a good adjudicator or ombudsman is more than just letters after their name. It's the ability to stand back to get a clear picture of what's really going on – to weigh up the arguments and arrive at decisions fairly and impartially.

This is also true for judges and magistrates – who similarly don’t need to list their qualifications to demonstrate their ability to do the job.

So there's no "standard" adjudicator or ombudsman qualification. When recruiting, we're looking for open-minded, cool-headed people – with experience that proves they've got solid judgement and the perspective to see all sides of the story.

our commitment to professional development

Knowledge is at the heart of what we do at the ombudsman service. This is why we are committed to the professional development of our employees. As well as providing a wide range of on-the-job training and support, we offer employees the chance to take in-house and external training courses, and to study for relevant qualifications.

We also provide sponsorship for qualifications through the Chartered Institute of Bankers in Scotland, Chartered Institute of Securities and Investments and Chartered Institute of Insurance (CIOBS, CISI and CII) which employees can apply for.

the benefits we offer

As part of our overall remuneration package, we offer a "flexible benefits" plan. This entitles you to a number of core benefits including:

  • membership of our money-purchase pension scheme
  • 25 days holiday
  • life assurance
  • permanent health insurance
  • accidental death and injury cover and
  • private medical care.

You can create a tailor-made benefit package to suit your own particular circumstances, by choosing to boost or reduce any of these benefits – and/or to select additional ones (such as critical illness cover, dental cover and travel insurance). We also offer season ticket loans.

videos: our benefits

as part of our overall remuneration package, we offer a number of core benefits including:
a flexible benefits plan | medical insurance | pension scheme |
training and development
| childcare | dental | holiday package

looking for a different role?

All our current opportunities are on this page. Please keep coming back if you don’t see a role for you on here right now.

You can also send us your CV – we’ll keep your details and might contact you in the future about working here.

useful links

image: our people

videos: we are the ombudsman

image: benefits, medical

videos: our benefits

image: video


photo: Sarah Quigley

interview with ...

photo: Sarah Quigley

interview with ...

image: video Lindsey photo: Charlotte Sanderson

interview with ...