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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

resourcing partner – 18 month fixed term contract

salary £40,000 – £45,000 plus excellent benefits – London docklands

As part of our newly transformed resourcing team, you’ll work in partnership with our managers to meet our resourcing needs in the short, medium and long term – with a passion for resourcing and the desire to work in a more strategic and integrated way.

The ombudsman has grown rapidly in recent years and our recruitment team has worked hard to bring on board the large numbers of new people we need. Now we’re transforming how we work to deliver a more strategic approach to resourcing – working in partnership with managers to analyse their requirements and provide a proactive service as we help them build their teams. As a resourcing partner you’ll work closely with a particular area of the organisation – becoming an expert in resourcing for that department.

Having in-house and agency experience in end-to-end recruitment would be ideal, as would experience of working in an organisation which has moved to a direct sourcing model. It’s particularly important that you can thrive in a fast-paced environment while still engaging early with the recruitment process – we’re moving away from a day-to-day recruiting and interviewing approach.

To see all the requirements for this role, take a look at the the job description.

If you think it could be the right role for you – apply now.

The closing date for applications is 7 September 2014.


senior HR administrator – 12 month fixed term contract

salary up to £25,000 plus excellent benefits – London docklands

We’re offering a real opportunity for someone who can help to shape our new approach to recruitment and HR. So, if you’ve got some experience in this area but would relish a new challenge and chance to learn, why not see what we’ve got to offer you? Our transformed HR team needs the support of a current senior HR administrator looking to step up and develop their skills in a fast-paced, values-led environment.

We’ve recently transformed our entire approach to HR by introducing a service centre model. In recruitment too, things are changing as we source more candidates ourselves and move towards sourcing directly like this wherever possible. As a senior HR administrator, initially you’ll bring your experience in a support role – at a recruitment agency, in-house recruitment team or in an HR service centre – to help the smooth running of the resourcing team. But this role is about more than resourcing – as time progresses, you’ll become more closely involved in the wider HR support team, with a real opportunity to broaden your skills and experience.

For the right person, there’s great potential in this role. You’ll bring your excellent prioritising, organisation and administration skills and we’ll give you a chance to contribute towards how we develop and improve the HR and resourcing service we offer. We need you to be a strong and supportive team player, willing to help out in busy times and able to juggle a range of tasks at any one time. You’ll also be a confident user of Microsoft Office programs with some familiarity with applicant tracking systems too.

Take a look at the job description, to see all the requirements for the role.

And if this sparks an interest – apply now.

The closing date for application is 31 August 2014.


adjudicators (case handlers) – three year fixed term contract

salary up to £22,000 plus excellent benefits (pro rata for part time) – London docklands

full time and part time roles available

A big part of this role is about talking to people. You’ll listen actively to understand our customers’ concerns – and you’ll talk them through some complex issues in a way they’ll understand. We’ll give you comprehensive training and support to develop your decision making and professional skills. But you’ll need to have the kind of perspective it takes to see both sides of a story.

When a consumer has a complaint that they can’t settle with the business, they can come to us. Your job as an adjudicator is to examine the information we receive from both sides, work out what really happened – and make a fair decision that resolves it. So being an adjudicator means delivering an excellent service to our customers and making decisions in an accurate, consistent and timely way. But also, importantly, you’ll be someone who can help our customers see a way through their situation, and guide them through the journey.

To make the right decisions and explain your thinking clearly, you’ll need first-rate skills in listening, thinking and communicating. Explaining a decision clearly to the customer in your written response is just as important as making the right decision to begin with. To be an effective adjudicator, you’ll need a perspective on life that will enable you to understand your customers and ask the right questions.

In return, as well as the starting salary and standard benefits, you can choose the flexible benefits that best suit you and your life. You’ll also have the chance to play a key part in a respected organisation with a good reputation. One which has strong values and plays a crucial role in society – making a positive difference to millions of people every year.

We’ll need everyone – part time and full time adjudicators – to be here full time for up to 12 weeks to complete our initial training programme. After that, part time adjudicators will need to be here for at least 21 hours across three days each week.

We’ve put a lot of information in the job description, so you’ll need to read that carefully.

Then, if you think you could help us make a difference – apply now.

The closing date for application is 29 August 2014.


HR administrator – three year fixed term contract

salary £22,500 – London docklands

Our HR team has undergone a major transformation in the way we provide services to our people. We’ve developed a new service centre that gives people a single point of contact for all their HR needs. As an HR administrator, you’ll be supporting the service centre by providing administrative support to the wider HR team – covering everything from onboarding new joiners to sickness, maternity and paternity leave.

You’ll need to be very well organised and able to work on your own initiative – taking a proactive approach to make sure things get done. Your experience in administration will help you build strong relationships with people and you’ll take pride in delivering a great service to your customers across the ombudsman.

If we’ve sparked an interest in you and you’d like to find out more then why not take a look at the job description.

And if you think you’d make a great addition to our team – apply now, attaching your CV and a letter telling us:

  • 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 application is 25 August 2014.


ombudsmen – three year fixed term contract

salary £59,945 plus excellent benefits – London docklands

Every year our ombudsmen look closely into thousands of financial disputes, and resolve them by making legally binding decisions.

It’s a hugely valuable role. These decisions can change lives, livelihoods and reputations. So it takes a cool head and solid judgement. Faced with complex evidence, you’ll be able to spot the gaps, look beneath the surface and make decisions that are fair, reasonable and robust.

You’ll need to be ready for an intellectual challenge. It’s the way you think that’ll make you right for us. You’ll be open minded and unprejudiced – so you can see both sides of the story. But you won’t be afraid to make decisions that matter.

If you’re ready to look beyond where you are now, you’ll find you can make a real difference here. So if you think you have the kind of perspective we’re looking for, take a look at the job description.

To give you more of a feel for the role, we’ve also created a page that looks at what it means to be an ombudsman here.

That page and the job description both contain a link to the apply page. The job description also gives further details of the application process.

If there's anything you'd like to ask us about being an ombudsman, or about our organisation as a place to work, please send us an email.

Please note that if you applied and were unsuccessful during our last recruitment campaign, we’ll unfortunately be unable to consider your application on this occasion.

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


photo: Sarah Quigley

interview with ...

photo: Sarah Quigley

interview with ...

image: video Lindsey photo: Charlotte Sanderson

interview with ...