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logo: stonewall - diversity champion
logo: committed2equality

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.

business change project manager
three year fixed term contract

salary close to £70,000 + excellent benefits – London docklands

At the ombudsman we’re going through a programme of significant changes to enable us to become more responsive to the needs of our customers. As an expert project manager in our major projects team, you’ll be responsible for shaping and delivering major projects to address organisational challenges and opportunities – all aligned with the overall vision for our service. You’ll be one of our professional leaders for our approach to delivering change.

In this role, you’ll be in a position to influence the way we do things – and to deliver projects that make a big difference to our customers’ lives. As you help us develop our approach to project management, you’ll be able to see the impact of your work. The team you’ll be working in has a fantastic culture – with positive, passionate people working together to find innovative ways to lead changes that help us do the right thing by our customers.

We’ll be looking for you to have a flexible and pragmatic approach to project management, working with minimal bureaucracy – and always with an eye on what will deliver the best outcome. When the way forward isn’t clear, you’ll apply your analytical and facilitation skills to help shape the way a project will go ahead. You’ll be able to achieve results by working within a project team that has diverse skillsets – and you’ll have the credibility and persuasiveness to influence people at senior level, to promote and champion change. You’ll know how to challenge the way things are, tackling embedded issues and finding solutions.

If we’ve sparked an interest and you’d like to find out more, take a look at the job profile.

And if you think you’re the right person for the role – go ahead and apply now.

The closing date for applications is 17 May 2015.

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 10 May 2015.

head of service management

salary £80,000 – £85,000 plus excellent benefits – London docklands

Use your management experience to lead and shape the way the service management team evolve as they meet the needs of our organisation. Your ability to manage your customers well and give them great service will drive your success in this role. And you’ll be able to work flexibly and self-sufficiently in an environment that’s ever-changing – where you won’t always need processes to guide your work.

We rely on the service from our IT department to make sure the systems we use to deliver are fit for purpose and work effectively. You’ll lead a team that manages all aspects of IT service management – and you’ll ensure the team provides a high quality service and reliable support across a range of IT services. Using your good understanding of IT infrastructure library (ITIL) principles, you’ll make sure our service management processes and tools do what we need them to do – and you’ll build strong relationships with key internal customers at a senior level across the organisation. You’ll comfortable collaborating across layers of seniority in different functions.

Your inspiring approach will engage people in what your team is there to do – and your skills in managing people, motivating and leading them, will enable you to develop and lead the team forward. Having managed a service management environment before, you’ll be able to set the agenda and come up with new ways of working when the path isn’t fully mapped out for you.

The IT team here work closely together – all in the same location – and as an organisation we have a very positive, "can do" culture where people are always ready to support each other. Helping our people learn and develop is also very important to us.

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 8 May 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 ...