skip tocontent

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're currently recruiting for

  • lead security analyst

    permanent | salary up to £70,000 plus excellent benefits – London docklands

    Our customers trust us – and rely on us – to look after their data safely for them. And we hold a great deal of very sensitive information. So it’s crucial that we handle our customers’ data according to our information security policies and standards.

    Our security analysts need someone to lead them as they work across the organisation, making sure that people are following the correct governance procedures at all times. Your team will deal mainly with middle managers here, advising and guiding them about security in a way that they can understand.

    You’ll be leading a small team of analysts in an IT department that’s growing as technology becomes increasingly important in the way we deliver our service as an organisation. And as we provide more services digitally to our customers, we’ll have new security challenges to overcome. So this role offers the chance to put good foundations in place – both for you and for the organisation.

    Having worked in a security team or function within a medium-sized or large organisation, you’ll have a good understanding of an ISO27001 based information security management system. You’ll have used your excellent communication skills to engage and educate colleagues at all levels of an organisation – in a way they can understand. Your knowledge of the Data Protection Act and other relevant legislation will help us make sure we’re compliant. And you’ll also have the ability to coach and mentor your team members as you develop them in their roles.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

    The closing date for applications is 31 December 2016.

    service desk analyst

    permanent | salary £22,700 - £26,000 – London docklands

    Our service desk plays an essential role in providing around 4,000 end users with the stable and reliable IT environment they need. As a service desk analyst, you’ll use your understanding of how systems work together to provide rapid and friendly answers to queries your customers may have, mainly over the phone. And you’ll accurately log all of the issues you deal with, so we can learn from experience and share the knowledge we gain.

    Ideally, you’ll have some experience of working on a service desk and with using a service management tool. And since we’re using the ITIL framework, having a good understanding of this would be ideal. We’re looking for someone with initiative and enthusiasm who has a real passion for delivering high standards of customer service at all times.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

    infrastructure engineer (telephony)

    permanent | salary up to £58,000 plus excellent benefits – London docklands

    Use your technical experience to maintain and develop our telephony infrastructure.

    As demand for our organisation’s service has increased, so too has the number of end users relying on our network and telephony services. We now support around 4,000 people, using in particular IPFX and Cisco communication systems. As our infrastructure engineer for telephony, you’ll provide advanced technical support on all our telephony and communication devices when colleagues escalate queries from our people. And you’ll also be completing development projects to improve our systems and services, including researching the latest relevant products and technologies, and making recommendations to colleagues.

    You’ll have the CCNP voice certificate and will ideally be well on your way to achieving a CCIE. Showing a solid understanding of telephony and with maintaining an IPFX suite, you’ll be experienced at playing a key role in a telephony infrastructure team, ideally in a highly secure enterprise environment. You’ll be an expert in getting the most from our Cisco estate, working in collaboration with colleagues across the IT department to make sure we’re getting the most out of our equipment and software in a secure way. You’ll have a good grasp of wider networking technologies but will be able to maintain and configure Cisco Call Manager v10.5, IPFX v6 and be comfortable supporting unified messaging systems like Jabber, Microsoft Lync and Skype for Business.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

    infrastructure engineer (storage and virtualisation)

    permanent | salary up to £55,000 plus excellent benefits – London docklands

    Can you provide day-to-day support for our storage, server and virtual environments – while also working on ways we can improve?

    As demand for our organisation’s service has increased, so too has the number of end users relying on our infrastructure. The IT estate currently enables around 4,000 people to deliver services to our customers, the behind-the-scenes IT infrastructure being mostly based on VMware technologies running Windows virtual servers and EMC storage devices. As an infrastructure engineer, you’ll provide day-to-day support when colleagues escalate queries from end users and other IT teams – but you’ll also be involved in projects to improve our systems and services.

    You’ll have experience in a support role up to 3rd line, with a good knowledge of Windows 2008 and 2012, VMWare 5.5 or above and will have worked with backup products and EMC storage technologies. In this role, you’ll own the issues that are presented to you and you’ll be comfortable with taking responsibility for resolving them. Where you see trends developing, you’ll be quick to address them with the wider team. And so that we can keep ahead of the curve with wider technological trends, it would be desirable to have some knowledge of cloud services.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

    business systems analyst

    permanent | salary up to £45,000 plus excellent benefits – London docklands

    Use your experience of working as a business analyst on IT systems to help us make crucial changes and updates to our systems.

    Our IT department has a critical role in helping us continue to deliver the excellent service our customers expect. As the business systems analyst, you’ll play a central part as we strive to improve continuously and understand what’s needed from a technical perspective.

    In defining workable Business Technology (BT) solutions, you'll identify our organisation’s needs using methods including JAD sessions, user stories, unified modelling language models, workshops and storyboards. Then you'll be actively involved in all stages of the project lifecycle – from concept to implementation, acting as a bridge between the IT department and the rest of the organisation. And you’ll be maintaining UML diagrams to help us see how potential solutions and changes will work.

    We’re looking for someone who’s able to gain a thorough understanding of our environment – taking into account our people, applications, technologies, data and processes. You’ll also need to have experience of the full project lifecycle, and be comfortable building relationships with technical and business people at all levels throughout the organisation. This is a unique role within the projects and analysis team – one that needs strong technical knowledge of our internal IT systems as well as .NET, NServiceBus and structured query language (SQL) databases. Having some experience of digital systems, Microsoft SharePoint and Microsoft Dynamics would also be useful.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

search our vacancies
logo: stonewall - diversity champion logo: committed2equality

… 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.

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.