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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.

consumer consultant
permanent

salary £22,000 – rises to £23,500 when you pass probation – plus excellent benefits – London docklands

When a customer contacts us about their financial problem, you’ll be the first person they speak to. You’ll offer fair and balanced guidance over the phone and in writing about what we can do to sort out the situation. So we need you to have great customer service skills and some experience of financial services.

  • Understand consumers’ issues and help to get them sorted out.
  • Balance your empathy for consumers with fairness – and doing what’s right.
  • Reassure people with your exceptional accuracy and clarity.
  • Represent the ombudsman as a trusted, independent organisation.

Spending time on the phone is a key part of this role. So you’ll need impeccable spoken – and written – communication skills. Just as important is your ability to be even-handed in the way you think, speak and act. Doing what’s fair and feels fair is at the heart of how we work.

That spirit of fairness guides the way we work with each other too – we’re just as friendly and helpful to each other as we are to our customers. And we’ll offer you all the support you need to develop your existing skills for your role and for your career – from additional training in financial services, to shadowing other departments. Our intensive induction and ongoing training will enable you to develop your skills in a way that suits you.

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 now

The closing date for applications is 4 June 2015.

adjudicators (case-handlers)
permanent
(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 14 June 2015.

project manager
permanent

salary £35,000 – £38,600 plus excellent pension and benefits

This is a role where you’ll get to manage large projects in a fast-paced, technically-advanced and high-profile environment. As an organisation we’re making lots of changes to our IT because we’re evolving the way we deliver our service to our customers. So to be successful in this role, you’ll need to have experience of working in a structured way while managing multiple projects.

Being based in our IT projects team means you’ll have to be comfortable working with methodologies including PRINCE2 and Agile project management. Experience with the Project Management Institute approach would be highly desirable too.

It’s a very collaborative culture here, so it’s essential that you’re able to work well with your project management colleagues in a multidisciplinary team. You’ll also need to communicate really well – upwards, downwards and across – as you build strong working relationships that enable you to influence your stakeholders. We’re looking for a person who can engage positively with project owners and sponsors.

And of course, as a great project manager, you’ll be someone who delivers your projects on time and to budget.

If this sounds interesting to you – take a look at the job profile.

And if you think you’re the right person for the role – go ahead and apply now.

The closing date for applications is 5 June 2015.

knowledge adviser
three year fixed-term contract

salary up to £38,000 – London docklands

One of our core values at the ombudsman is to “build everyone’s knowledge” and the work of our dedicated knowledge team is central to achieving this. We provide support across the ombudsman – connecting people with the knowledge resources they need, as well as helping to capture and share their own knowledge. As a knowledge adviser, you’ll be involved in using a range of tools, including SharePoint 2013, to improve the way we access, share and use knowledge at all levels within the ombudsman. Ultimately, your passion for knowledge sharing will help us improve the service we provide to our customers.

You’ll have experience of working in knowledge management – in the public or private sector – and have been a member of mixed project teams. You’ll also be able to build strong relationships with colleagues at all levels across the ombudsman and have a sharp, analytical mind which will connect people to the right knowledge, at the right time.

If you’re keen to find out more, then you can read more about our detailed requirements in the job description.

And if you think you’ve got the right skills and experience for the role, apply now, attaching your CV.

The closing date for applications is 8 June 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?

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

video

photo: Sarah Quigley

interview with ...

photo: Sarah Quigley

interview with ...

image: video Lindsey photo: Charlotte Sanderson

interview with ...