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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

business analyst – permanent

salary £30,000 - £42,0000 depending on skills and experience – London docklands

Our IT department has a critical role in helping us continue to deliver the excellent service our customers expect. And the business analyst plays a central part as we strive for continuous improvement.

In defining workable IT solutions, you'll identify our organisation’s needs using methods including user stories, workshops and storyboards. Then you'll be actively involved in all stages of the project life cycle – from concept to implementation.

We’re looking for someone who’s able to gain a thorough understanding of our environment – taking into account our people, applications, technologies 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.

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

And if you think you’ve got what it takes to tackle this challenging role, apply now through our online application system, attaching your CV.

The closing date for applications is Wednesday 29 October 2014.

ombudsman operations adviser – 12 month fixed term contract

salary £35,000 + excellent benefits – London docklands

Our ombudsmen have a large and growing workload and to make sure they can continue to make the best decisions, they need superb support and insight. That’s where you come in. Working directly with our ombudsmen, you’ll provide the information and propose the solutions which will make a real difference to their high profile work. Our ombudsmen will trust your analysis, which will inform both minor and major changes to their approach. This means your ability to build valued professional relationships will be essential to your success in the role.

This role requires you to have excellent analytical skills (including the use of Excel) and the ability to review data accurately and effectively – spotting the important trends that emerge. And because this is a very collaborative environment, you’ll be a great team player – taking on people’s ideas and working together to deliver effective and successful initiatives to support our key decision-makers.

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’ve got the skills and experience to tackle the role, apply now, attaching your CV and a covering letter explaining:

  • what attracts you to this job and the ombudsman
  • why your skills and experience (both in and out of work) make you the right person for the job

We’ll conduct a two-stage process when recruiting for this role, which will include testing as well as an interview. We will begin this process in the week of 27 October.

head of knowledge and information services – three year fixed term contract

salary £60,000 + excellent benefits – London docklands

Succeeding in transforming our ambitious vision for the future into reality relies on us being able to share what we know and build everyone’s knowledge, across the organisation. It’s a real priority for everyone here – from the chief ombudsman down! As our head of knowledge and information services, you’ll lead a team which has a complete focus on developing the tools, structures and processes to help us collate, share and access knowledge – including physical information and tacit knowledge and expertise.

You’ll be an experienced knowledge professional with a real passion for embedding a culture of knowledge sharing at the ombudsman. And you’ll have been exposed to a variety of approaches to tackling this – whether in previous roles in the public or private sector, or perhaps as a consultant – so you can bring fresh perspectives to how we make best use of the knowledge. Of course, you’ll have a sound understanding of information management and governance too – demonstrating practical experience and a real vision for knowledge sharing within our organisation.

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

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 Monday 27 October 2014.

consumer consultant – permanent

salary £22,000 – 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.

If you think this role could be for you and you’d like to find out more, why not take a look at the job description.

And if you’d like to apply, you can do so here.

press officer – three year fixed term contract

salary £32,000 - £36,000 – London docklands

A high profile organisation like ours inevitably attracts a lot of media attention. So our relationships with the people that shape the news are incredibly important. As a press officer, you’ll be dealing directly with front-line enquires from the media, including from print, new media, regional and the broadcast media. You’ll also be creating publication-standard articles, to help us go out and tell our story.

This role requires resilience – you’ll be dealing with difficult situations that can have a direct impact on the ombudsman’s reputation. Experience is a must too – we’re looking for someone with significant hands-on experience working in a press office or PR agency role. You’ll also be a great communicator – able to make complex issues clear and understandable for a non-technical audience – in the outside world and across our organisation. Most of all, you’ll be passionate about the work we do and have the talent and conviction to make sure that the ombudsman is – and remains – seen in the best possible light.

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.

If you think this role could be right for you, then apply now.

The closing date for applications is 26 October.

ombudsmen – three year fixed term contract

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.

To give you more of a feel for the role, we’ve also created a page that looks at what it means to be an ombudsman here. That page and the job profile both contain a link to the apply page.

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 us 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 recruitment 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 Monday 27 October.

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


photo: Sarah Quigley

interview with ...

photo: Sarah Quigley

interview with ...

image: video Lindsey photo: Charlotte Sanderson

interview with ...