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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.

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a rewarding career at the ombudsman service

management information officer – three year fixed term contract

salary up to £32,000 plus excellent benefits – London docklands

Our management information team are responsible for creating a centre of excellence in the delivery of management information across the ombudsman. As a management information officer, you’ll work closely with your stakeholders to gather their requirements and make sure the reports the team delivers match those requirements. You’ll do this by developing and maintaining Business Objects reports, scheduling reports and dashboards and maintaining data definitions. And you’ll also take responsibility for managing user access for Business Objects.

You’ll build good relationships with people across the ombudsman to help develop and document their management information needs. And you’ll have a great attention to detail as well as the ability to think analytically to solve any problems you encounter. People will see you as a specialist in the use of Business Objects reporting and you’ll be working towards certification in this area.

To get a better understanding of the detailed requirements of this role, take a look at the job description.

Then if you think you’ve got what it takes to tackle this role, apply now.

The closing date for applications is 4 August 2014.

 

team leader (HR support) – three year fixed term contract

salary up to £30,000 plus excellent benefits – London docklands

Our HR team are undergoing a transformation as we create a joined-up service which better responds to people’s queries and support needs. In this new environment, we’re looking for someone to lead the HR support team – supervising the allocation of work and being the first point of escalation for more complex issues.

You’ll have experience of supervising or leading teams and ideally will have worked in a similar role in an HR service centre or a customer service environment. You’ll really understand what good customer service looks like and alongside your ability to manage a team, you’ll be able to think creatively about new ways to approach what we do.

If we’ve sparked an interest in you and you’d like to find out more then why not take a look at the job description.

And if you think you think you’d make a great addition to our HR and organisational development team – apply now.

The closing date for applications is 3 August 2014.

 

adviser (PPI communications) – two year fixed term contract

salary up to £30,000 - £31,000 plus excellent benefits – London docklands

At the ombudsman, we play an important part in the PPI story. It’s vital that we communicate clearly and consistently with our customers, as well as each other. As an adviser in PPI communications, what you do will help thousands of our customers – and have a big impact on what they think and feel about the ombudsman.

You’ll be an excellent communicator – in writing, but also verbally – and will build strong relationships with people across the ombudsman. As well as creating content, you’ll also guide our PPI colleagues, helping them to provide an even better service to our customers.

If you think this role might interest you, take a look at the job description.

And if you think you’d make a great addition to our team – apply now.

The closing date for applications is 28 July 2014.

 

analyst – operational performance – three year fixed term contract

salary up to £26,000 plus excellent benefits – London docklands


The demands on our service are becoming increasingly varied and complex. Despite this, we are committed to delivering an excellent service to our customers. We can use data to help us achieve this. By understanding where best to place our skilled staff, we can better cope with the peaks and troughs of demand.

We’re looking for someone who loves working with numbers, spreadsheets and other tools. In particular you’ll be an expert user of Excel – comfortable with using functions like formula and pivot tables. You’ll enjoy identifying trends and translating them into a persuasive message which helps us to improve. You’ll be working with information from across our organisation – digging into the detail, joining the dots and transforming the findings into practical plans our managers can use.

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

And if you think you’ve got what it takes to tackle this challenging role, apply now.

The closing date for applications is 3 August 2014.

 

project manager – three year fixed term contract

salary £45,000- £48,000 plus excellent benefits – London docklands

At the ombudsman we’re always adapting to new demands from our customers and consistently improving the way we deliver our services. This requires a dynamic and flexible IT environment and as a project manager, you’ll work with senior managers to understand our requirements, and then manage the projects – end to end – which help to deliver them.

You’ll have experience running your own portfolio of projects and be used to handling large pieces of work. Your technical background and change management experience will help you deliver on deadlines and keep projects on track. Knowledge of Microsoft Project or Visio would be helpful, as would experience with Prince2, APM and PMI.

It’s essential that you review the job description to see our specific requirements.

Then if you think you’ve got what it takes to tackle this role, apply now.

The closing date for applications is 29 July 2014.

 

consumer consultant – permanent

salary up to £22,000 plus excellent benefits – London docklands

When there’s a dispute between a consumer and a financial services business, our customers (both the business and the consumer) rely on us to give them an excellent service. So we need people who’d like to help put things right and sort out the dispute. In this role you’ll be listening to customers’ concerns and helping them understand what they can do next.

It’s a role for people who enjoy helping customers and pointing them in the right direction. With your excellent communication skills, you’ll be able to explain sometimes complex issues in a way that’s easy to understand. 

It’s important that you read the job description to see all the requirements for this role.

If you think this could be the right role for you, apply now, attaching your CV.

 

administrator (consumer helpline – CCD) – 12 month fixed term contract

salary up to 17,600 plus excellent benefits – London docklands

Our consumer helpline (customer contact division) is the first place people will come to when they get in touch with the ombudsman. Over a million people contact us every year, so creating a good impression is vital. You’ll be providing important support to the division and making sure our customer’s queries can be answered quickly and efficiently.

Making sure nothing slips through the net, you’ll be the link that helps us to have all the information we need and makes sure that our records are accurate. We’re looking for someone with strong administration and data entry skills, but who’s not afraid to suggest how we can improve the way we do things. You’ll enjoy sharing your knowledge with your team – building solid relationships as you go.

It’s important that you read the job description to see all the requirements for this role.

If you think this could be the right role for you, apply now, attaching your CV.

 

ombudsmen – three year fixed term contract

starting salary £59,945 plus excellent benefits – London docklands

Every year our ombudsmen look closely into thousands of financial disputes, and resolve them by making legally binding decisions.

It’s a hugely valuable role. These decisions can change lives, livelihoods and reputations. So it takes a cool head and solid judgement. Faced with complex evidence, you’ll be able to spot the gaps, look beneath the surface and make decisions that are fair, reasonable and robust.

You’ll need to be ready for an intellectual challenge. It’s the way you think that’ll make you right for us. You’ll be open minded and unprejudiced – so you can see both sides of the story. But you won’t be afraid to make decisions that matter.

If you’re ready to look beyond where you are now, you’ll find you can make a real difference here. So if you think you have the kind of perspective we’re looking for, take a look at the job description.

Then if you’re interested in taking on this role, please send us your details, attaching your CV and a short covering letter (no more than two sides, please) telling us:

  • why you’re the right person to become an ombudsman
  • details of your current remuneration and notice period
  • the names of two referees we could contact if we want to offer you the job (we’ll only contact them after agreeing this with you)

You’ll find further details of the application process at the back of the job description.

If there's anything you'd like to ask us about being an ombudsman, or about our organisation as a place to work, please send us an email.

Please note that if you applied and were unsuccessful during our last recruitment campaign, we’ll unfortunately be unable to consider your application on this occasion.

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 Financial 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 run an external accredited training programme for our adjudicators, set at Masters degree level – in partnership with Queen Margaret University, Edinburgh.

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?

if you don’t see the right role for you on this page, send us your CV and a letter telling us:

  • what attracts you to the ombudsman service
  • what sort of role you’d like to play here
  • why your skills and experience (both in and out of work) make you the right person for that role

useful links

image: our people

videos: we are the ombudsman

image: benefits, medical

videos: our benefits

image: video

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photo: Sarah Quigley

interview with ...

photo: Sarah Quigley

interview with ...

image: video Lindsey photo: Charlotte Sanderson

interview with ...