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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 (Coventry)
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: Permanent
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
Coventry - Friargate
Start Date: 26th June 2023
Our hybrid policy sees us all working at least four days across a fortnight in the office.
Flexibility to agree a working pattern with your manager, covering the ‘core part’ of the day – such as 9am – 5pm, 8am – 4pm or 10am – 6pm
Every year at the Financial Ombudsman Service we resolve thousands of disputes between consumers or small businesses and their financial services providers.
You’ll investigate complaints about financial products and services. Working in a targeted environment, supported by an Ombudsman Manager, you’ll be accountable for investigating things thoroughly and getting to the heart of our customers’ complaints.
You’ll be someone who is confident in making decisions on a range of complex and difficult issues – and delivering these to our consumers. You’ll have the autonomy to manage a caseload – so you’ll need strong administrative skills.
Building on your existing experience, you’ll learn to listen carefully to both sides, ask the right questions and use sound judgement – as well as drawing on the expertise and knowledge of those around you. You’ll need to build trust, manage expectations and explain what you think, and why – both in writing and over the phone. You’ll thrive in an environment where no two days are the same.
You’ll enjoy helping to put things right where people have not been treated fairly and feel a sense of contribution in making a difference across the wider financial services landscape.
Key responsibilities
You’ll manage a caseload of complaints – you’ll need to be organised, looking ahead to prioritise your workload and to deliver answers to consumers as quickly as possible
Deliver exceptional customer service and explain things clearly, in writing and over the phone
Show understanding of complex financial services complaints and thinking critically about what’s happened - to let people know where they stand
Contribute to a culture of continuous improvement, we’ll want you to identify trends and where things can be improved
Live our values, and meeting individuals’ communication and accessibility needs
As an Investigator new to the role, you’ll spend up to six months in our academy developing your critical thinking and reasoning skills.
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
Minimum 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 Financial Ombudsman Service?
Our people are the most important part of delivering our purpose. If it wasn’t for their amazing efforts, ideas and commitment we wouldn’t be able to make a difference that we do today. So, we offer an attractive, competitive salary and flexible benefits to suit them.
Here’s a list of some of the many benefits and perks you can get for working with us:
25 days holiday entitlement, with the option to buy extra or sell days
Generous pension
Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
Employee Assistance Programme
Extensive opportunities for personal and career development
Free tea and coffee
Fully equipped on-site gym open 24 / 7
Extensive Well-being resources including on-site therapists
Beautiful and bright London office looking over the Thames and near to mainline stations
Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
Apply by uploading your current CV.
Closing date: 11:59pm 14th May 2023
If you’re successful with the initial screen, you’ll be invited to an online assessment.
Please note: Due to the training programme, we won’t be able to allow any time off during the first four weeks of training and any part-time new starters will be required to work full time during this period.
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.
Find out more
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Good luck with your application!