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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

analyst – three year fixed term contract

salary up to £26,000 – London docklands

We’re undergoing significant transformation at the ombudsman, requiring detailed analysis which will inform our operational decision-making and planning. As an analyst, you’ll work with large volumes of data to extract insight to improve the way we plan for changes in demand and respond to the evolving needs of the organisation.

This role involves working very accurately with data – manipulating it with tools likes Excel and Access – and interpreting your findings to present to colleagues in a relevant and useable way. You won’t necessarily have extensive experience in analytics, but you will have strong data and numerical skills and enjoy the chance to work autonomously, while being part of a supportive team.

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 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

The closing date for applications is Monday 6 November 2014.

resource planning assistant

salary £22,000 – London docklands

In an organisation like the ombudsman, we’re very sensitive to changes in demand for our services. We need to make sure we plan accurately to have the right people in place to provide the excellent level of service our customers expect. As a resource planning assistant, you’ll help to schedule the way our telephone-based customer service teams are allocated – analysing the volume of calls coming in and determining the likely requirements to meet demand. You’ll also offer analysis of how our wider casework teams should be resourced.

You’ll be working under pressure in this role – making sure our resources are allocated properly is an important job. It will give you an excellent opportunity to develop your skills as an analyst, however, and you’ll see real results in the ombudsman’s performance from the analysis and planning you do. As part of a supportive and friendly team, you’ll play an vital role in making sure the organisation is providing the very best service possible to everyone who contacts us.

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 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.

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.

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.

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

video

photo: Sarah Quigley

interview with ...

photo: Sarah Quigley

interview with ...

image: video Lindsey photo: Charlotte Sanderson

interview with ...