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logo: stonewall - diversity champion
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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.

adjudicators (case-handlers)
(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 23 August 2015.

infrastructure developer (network and telephony)

salary up to £55,000 plus an excellent pension and benefits

Use your experience of playing a key role in a network infrastructure team to get great exposure to a wide range of network and network security technologies. This is a chance to get involved in development projects in an organisation where new and different technologies are ever more central to the way we deliver our service.

Demand for our organisation’s service has increased hugely in recent years, so we’ve more than doubled in size to around 4,000 people. Our IT teams have expanded accordingly to make sure we can provide an excellent service to our colleagues.

We’re now looking for an infrastructure professional to manage our network and network security systems including firewalls, load balancers, routers and switches. In this role, you’ll divide your time between projects and day-to-day work – researching and design work on systems, and putting in place new technologies.

You’ll be CCNP certified and will have worked in an organisation of a similar size to ours. Your experience will include deploying, configuring and maintaining Cisco routing and switching products, including Nexus datacentre switches and Cisco wireless products. And you’ll have maintained and configured Cisco ASA, Checkpoint and Juniper firewalls.

Among other experience, you’ll also have worked with intrusion prevention systems and intrusion detection systems – so you’ll know how to contribute to making our network as secure as it can be. You’ll be the sort of person who can collaborate well with colleagues to help us achieve this – and our open and collaborative culture will support you in doing this.

If this sounds like the role for you – take a look at the job profile.

If this sounds like your kind of role – go ahead and apply now.

The closing date for applications is 31 July 2015.

head of HR (centres of excellence)
permanent – we’re open to discussing flexible working

salary £85,000 plus excellent benefits – London docklands

At the ombudsman, we’ve changed enormously over the past four years, growing from 2,000 people to 4,000 today. Much of this has been driven by the increasing number of people who’ve contacted us for help with payment protection insurance (PPI).

As an organisation, we’re proud that we’ve managed this period of rapid change without compromising our values, which remain at the heart of everything we do. As our landscape continues to change, HR will need to further develop our approach to promoting the right behaviours and offering the right rewards for our people.

In a recent review, the CIPD told us that we’re starting from a sound basis. And our new strategic HR business partners are already starting to make a positive impact.

The head of HR (centres of excellence) is a new role which will complete the structural transformation we’ve been undergoing in HR.

In this role you’ll lead our HR centres of excellence, delivering the strategy and changes we’ve started for each of our areas of HR specialism. As part of this, you’ll make sure our HR offering is fit for the future and can be the foundation for the programme of changes our organisation is working through.

We’ve an ambitious people strategy and people plan to deliver for the ombudsman service. The HR specialist areas are critical to us being able to do that, so it’s an exciting time for our HR team. We’ll be using our expertise to review how we attract, develop and retain people who share our values. You’ll need to be a strong leader who’s able to get the best from people in a collaborative and respectful way – joining all the individual HR specialist areas together to collectively develop the ombudsman service of the future. You’ll be leading the implementation of a number of new approaches including a new reward strategy, a revised approach to performance and talent management, changing our career paths and bringing more of our resourcing ”in house”.

Using your ability to influence and persuade at all levels, you’ll have a central role in enabling the ombudsman to deliver its overall strategy – producing significant and lasting benefits for all involved.

Take a look at the job profile to find out more.

Then if you think you could make a difference in this role – apply now.

The closing date for applications is 2 August 2015.

IT security analyst

salary up to £48,000 – London docklands

With the growth of the ombudsman and expansion of our IT team, we are now seeing a greater use of technology being used in our core service offering. We rely on our growing information security team to prevent, monitor and manage threats to our data security. As our IT security analyst you’ll work side-by-side with the IT team and project managers – providing advice and guidance on security issues and being an expert consultant for any security-related elements of their work.

You’ll join an evolving function and become a trusted adviser during a period of big changes – you’ll enjoy working across the organisation to promote awareness of IT security considerations and best practice.

This role is all about communication and working closely with stakeholders. As a trusted adviser for the organisation’s IT security, you’ll explain threats and benefits clearly and convincingly. And of course you’ll have a sound knowledge of IT security with experience of assessing and analysing risks. To really succeed in this role, you’ll also need deep practical knowledge of networking and infrastructure technologies, particularly Cisco.

If you think this might be the role for you, take a close look at the specific requirements explained in the job profile.

And if you think you’ve got what it takes to tackle this role, then why not apply now.

The closing date for applications is 7 August 2015.

head of public policy

salary up to £85,000 plus excellent benefits – London docklands

Can you make sure we really understand and engage with the big public policy issues of the day?

Like all public services, we need to understand the direction of public policy so that we can reflect this in our own plans. But we also have a contribution to make to the development of public policy thinking from the hundreds of thousands of cases we consider every year.

We are looking for someone to help us play an appropriate role in the development of public policy and to manage our relationships with regulators, Government, Parliament and other public service organisations – in the UK and overseas. You’ll keep our senior leaders informed of policy developments and guide our strategy for how and when we engage with key public policy stakeholders. In this challenging role, you’ll keep our CEO and her team fully in touch with all of the major policy issues affecting our organisation.

To succeed in this role, you’ll have a great understanding of public policy issues and how they are changing. Most importantly, you’ll know when it’s right for us to become involved in an issue and have a good feel for the way things are likely to develop. This means you’ll be a strong communicator with the ability to understand what’s going on behind the headlines and to translate complex policy debates into plain English.

Take a look at the job profile to see exactly what we’re looking for.

Then if you think you’ve got the skills and experience we’re after – apply now.

The closing date for applications is 16th August 2015.

senior policy manager – government and international affairs

salary around £60,000 plus excellent benefits – London docklands

How would you like to influence decisions that will change lives – and the wider financial services sector – both now and in the future? Could you effectively manage relationships across government and parliament, as well as international bodies?

Our decisions make a real difference – not only to the consumers and businesses directly affected – and our broad remit means that we need to work with government and the public services. We need to understand the direction of public policy so that we can reflect this in our own plans. But we also have a contribution to make to the development of public policy thinking from the hundreds of thousands of cases we consider every year.

We’re looking for someone to help us manage our relationships with government departments, ministers and international bodies. By understanding the strategic issues that the ombudsman faces, and building trusted relationships at all levels, you’ll play a key role in shaping our response to an ever changing world. And you’ll lead our work on government affairs and our international policy and engagement strategy.

To succeed in this role, you’ll have a great understanding of public policy issues – and how they’re changing domestically and internationally. Experience of the workings, policies and institutions of the EU, and of how to operate in that context, would also be an advantage. You’ll be skilled at building trusted networks, both internally and externally, and will able to support our board and executive team with policy knowledge and insights. Most importantly, you’ll be an excellent communicator who’s able to understand what’s going on behind the headlines and translate complex policy debates into plain English.

Take a look at the job profile to see exactly what we’re looking for.

Then if you think you’ve got the skills and experience we’re after – apply now.

The closing date for applications is 16th August 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


photo: Sarah Quigley

interview with ...

photo: Sarah Quigley

interview with ...

image: video Lindsey photo: Charlotte Sanderson

interview with ...