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Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Investigator (Remote)
Do you want to work in a fast-paced role where you have the autonomy to do what’s right for consumers and the financial services industry across the UK?
Contract: 18 months Fixed Term Contract
Working hours: Full time (35 hours pw) and Part time (28 hours pw)
Salary: £30,000pa (Full Time), £24,000pa (Part Time)
Reporting to: Ombudsman Manager
Remote Working with occasional travel (every 8 weeks) to a central Manchester location. As part of your induction, you’ll be required to spend your first week in our London office (expenses for your time in London will be covered).
Start Date: 10th July 2023
The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers.
We’re asked to help with a wide range of complaints – whether someone’s having trouble with their bank account, struggling with payday loans, thinks an insurance pay out isn’t fair, or is worried about their mortgage.
If we believe a customer hasn’t been treated fairly, we’ll ask the business to put things right. If we think the business isn’t at fault, we explain why. The decisions we make have a huge impact.
By joining us as an Investigator, you’ll play a key role in this work. It’s an interesting job where no two days are the same. It can be challenging but it offers enormous satisfaction, and we’ll give you the training you need to make fair and reasonable decisions confidently.
Key responsibilities
As an Investigator new to the role, you’ll spend up to six months in our academy developing your critical thinking and reasoning skills. After that, you’ll work as part of a team, supported by an Ombudsman Manager. You’ll actively manage your own caseload to reach individual objectives and specific targets, and to achieve results for yourself, your team and your customers.
You’ll be responsible for:
- Investigating cases thoroughly and getting to the heart of our customers’ complaints
- Focusing on solutions
- Using your initiative to make decisions for customers and businesses that are fair and reasonable
- Building trust with customers and businesses alike
- Communicating with empathy – listening carefully to both sides, asking the right questions and using sound judgement, and
- Communicating your findings effectively, explaining what you think and why through a clear and structured written response
Person specification
You may have experience in customer services, sales or retail, legal/paralegal, casework, claims or investigative work for another public agency.
Essential Criteria
- Experience making fair and balanced decisions, where you must articulate your thinking
- Strong administrative skills and having autonomy to prioritise your workload
- Experience providing excellent customer service with people who may be angry or upset
- Evidence of clear and confident written and verbal communication skills
- Having worked to meet targets or service level agreements
Desirable Criteria
We would also like you to have the following skills:
- Knowledge of financial products
- Experience in decision making or analytical roles (for example, legal / paralegal/casework/claims)
Why the Financial Ombudsman Service?
We’re committed to being a great place to work and strive to attract and develop people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves at work.
So, as well as a competitive salary, we offer a great package of benefits, including:
- Holiday entitlement of 25 days, with the option to buy or sell extra days
- Core benefits including generous pension, life assurance, critical illness cover, income protection, personal accident cover, private medical insurance, virtual GP
- Optional benefits including travel insurance, childcare vouchers, technology scheme, cycle to work scheme, dining and lifestyle memberships, dental cover
- Discounts on your everyday shopping, from groceries and petrol to household goods and gift vouchers
- An Employee Assistance Programme that offers professional support with legal, health and money issues
- Opportunities for personal and career development
Find out more about our work culture on our website, where we also have a dedicated careers page. You may also find it useful to check our LinkedIn page and Instagram.
How to apply
Upload your CV, which should highlight relevant skills and experience and explain any gaps in your working life. Use the supporting statement box to demonstrate how you meet the minimum criteria. If you get through the initial screening round successfully, we’ll invite you to an online assessment.
Please bear in mind that we may close the application window for this role earlier than the date specified if there’s a large number of applications.
Proud to be an inclusive employer
Reflecting the communities, we serve helps us provide the best service to our customers. Diversity and inclusion are fundamental to our success, so we welcome applications from women and other under-represented groups. As part of our commitment to the Race at Work Charter, we welcome applications from Black, Asian and other ethnic minority candidates.
We’re proud to be a Level 3 Disability Confident Leader. This means that we will put disabled candidates through to the next stage of the recruitment process as long as they meet the minimum criteria for a role. (Exceptions may apply if we have so many applications, we can’t interview all the candidates who qualify under the scheme.)
If you’d like to speak to us about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.
You can find out more about our Diversity and inclusion strategy and plans on our website where you can also read our 2022 Diversity, Inclusion and Wellbeing report.
