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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

head of information security

salary £75,000 – £83,000 plus excellent benefits – London docklands

As an organisation, it’s crucial that we handle our customers’ data according to information security standards. As head of information security, you’ll lead a small team who control and assess the organisation’s security needs, set the right standards, and educate colleagues at all levels. You’ll be responsible for monitoring security incidents, overseeing policies, developing an ongoing risk assessment mechanism and bringing the organisation into close alignment with ISO27001.

You’ll be able to show how you’ve previously led an information security function which sets standards and educates colleagues within a medium sized or large organisation. Your knowledge of ISO27001, the Data Protection Act, and information security procedures and challenges, will enable you to provide a comprehensive coverage of processes and guidelines here, while measuring and addressing information security risks.

In this role you’ll work with autonomy as you set information security policies and rules in our ever-changing environment. You’ll need to have the influencing and negotiation skills to win people over with persuasion rather than instructions. The ability to understand different people’s viewpoints and work with them is a big part of working here too.

If you’d like to have this level of responsibility in an organisation of our size, this could be a great role for you.

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 6 February 2015.

enterprise change and release manager

salary up to £51,000 plus excellent benefits – London docklands

We’ve recently set up an internal IT services team, which now needs an experienced IT services professional to make sure our IT changes and new releases are delivered in line within the IT infrastructure library (ITIL) framework. We’re putting in place a lot of new technology and also evolving our existing technology – for example we’re moving to modern customer relationship management systems and are setting out on a major new digital initiative.

So if you’d like the chance to work with IT leaders to take the organisation forward and make sure changes happen in a standardised way across an organisation of around 4,000 users – this could be a great role for you.

You’ll be responsible for managing the IT service management (ITSM) processes according to our service management model. Your work will be based on ITIL best practices. As part of this, you’ll make sure we have standard methods in place for changes and releases, while also minimising the impact that changes have on the quality of the services we provide.

You’ll have strong technical knowledge along with a minimum of ITIL v3 intermediate certification, coming from a proven ITIL service management background. And you’ll bring a deep knowledge of change and release, as well as incident and problem disciplines.

Take a look at the job profile to see all the requirements for the role.

And if you think you’re the person we’re looking for apply now.

The closing date for applications is 5 February 2015.


salary £59,945 plus excellent benefits – London docklands

Every year, our ombudsmen settle thousands of financial disputes – making legally-binding decisions that change lives and livelihoods.

It’s not a role for everyone. It can be tough. You’ll need a cool head and sound judgement. Open minded and unprejudiced, you’ll see both sides of the story. Faced with complex evidence and entrenched situations, you’ll find fair, pragmatic ways forward.

Ready for an intellectual challenge, you also know that exceptional customer service matters. You’re ready to listen – cutting through the confusion and helping people move on. And you’re ready to do the right thing, no matter whose future is in your hands.

If you think you have the kind of perspective we’re looking for, take a look at the job profile.

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

If there's anything you'd like to ask about being an ombudsman, or that you’d like to know about our organisation as a place to work, please feel free to email our resourcing team.

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.

The closing date for applications is midnight, 26 February 2015.

infrastructure developer
three year fixed term contract

salary up to £38,000 – £44,000 – London docklands

At the ombudsman we have nearly 4,000 end users of our IT systems and we rely on Symantec to support their experience. In this role, you’ll own our Symantec agenda, including BAU, administration and upgrades. We work with the latest version of Symantec and you’ll have the opportunity to operate from our stable platform with responsibility for its use across the organisation.

A good overall understanding of end user infrastructure is important in this role, as are your Symantec administration skills. Perhaps most importantly, you’ll have a passion for making changes which will benefit the end user experience – being resilient and proactive as you drive through change.

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

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

adjudicators (case-handlers)

salary £22,000 + excellent benefits (proportionate for part-time) – London docklands

full-time and part-time roles available

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. As an adjudicator here, it’s your job to listen to both sides of the story before making a decision that’s fair – and feels fair – to everyone involved.

one conversation at a time

  • Build an understanding with your customers and help them see a way through.
  • Learn when to apply our guidelines and when to work with industry experts.
  • Gather relevant evidence to inform your thinking.
  • Take ownership for your cases – and the way you move them forward.

focus on the individual

Success in this role depends on listening carefully to each person before thinking logically about their version of events – and getting to the heart of the problem. Having done that, it’s really important that you can explain your decision clearly to both “sides” in a way they can understand.

Whether you’re starting out in your career or building on previous experience, there’s room for everyone at the ombudsman. Our intensive training programme will add to any previous call centre or customer service experience – while adaptability, a willingness to learn and conversation skills that inspire confidence are qualities you’ll need to succeed here. Making decisions that matter can be a challenge, but you’ll build skills for the rest of your career.

To find out more, please read thejob profile carefully.

Then,if you’d like to make the world a bit fairer – apply now.

The closing date for applications is midnight, 1 February 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 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 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?

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

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photo: Sarah Quigley

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photo: Sarah Quigley

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