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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

deputy director of organisational development - permanent

salary up to £100,000 plus excellent benefits – London docklands

Our organisation has more than doubled in size in three years, but we’re still guided by our values, which drive the way we operate. There’s an opportunity now for an exceptional organisational development professional, working with the director of HR and organisational development, to really shape the ombudsman’s structure and capabilities. Although we have a great reputation, we need to evolve to respond to new challenges and the changing needs and expectations of our customers and businesses.

You’ll have a strong track record of developing and delivering organisational and cultural change, ideally in a customer-facing organisation. And you’ll be able to show how you’ve advised and supported senior leaders through all of the people aspects of transformational change, in an environment that’s evolving rapidly.

Your experience of helping to transform an HR function will be equally important. At the ombudsman, you’ll be responsible for developing a range of centres of excellence – using your professional skill and judgement to make sure they deliver high-quality and efficient services. And you’ll also be a champion of all the latest developments in the HR industry, sharing your knowledge and understanding to make sure we’re prepared for the future.

This is a great opportunity to join us at an organisation that puts our people and values at the heart of everything we do.

More information and details of how to apply are available here.

SharePoint roles (x2) - three year fixed term contracts

SharePoint developer £45,000 - £55,000 + excellent pension and flexible benefits – London docklands

SharePoint tester £45,000 - £55,000 + excellent pension and flexible benefits – London docklands

How would you like to play a key role in expanding the use of SharePoint 2013 in an organisation where it’s becoming ever more critical to our everyday work? You’ll be part of an IT team that supports lots of different applications, so the work is varied and interesting. The team develops and increasingly takes ownership of a wide variety of applications.

You’ll be working with great autonomy because there’s no micro managing. But it’s a consultative and collaborative team, so your views will be listened to and you’ll have an influence over developments. What’s more, everyone in the team genuinely cares that SharePoint is delivered successfully into the organisation. And we give excellent training opportunities to help you further develop your SharePoint skills.

Demand for our service has increased hugely in recent years, so we’ve doubled the number of end users in our organisation – to around 4,000. Of course, our systems have evolved rapidly to manage that change. Our SharePoint team is currently five contractors and we’re looking to put a longer term team in place.

You’ll need to have experience of supporting an organisation of at least 1,500 people because the applications you’ll be developing will be serving our large user base.

In return, as well as an interesting variety of projects to work on, you’ll enjoy a true work-life balance. We also provide superb benefits including a generous non-contributory pension and flexible benefits that you choose to suit you and your life. Importantly, you’ll get the chance to make a positive difference every day – helping us sort out people’s problems for them, in an organisation that’s of huge importance to society.

So take a closer look at the roles we’re offering and the kinds of work we’ve got going on.

policy insight manager – three year fixed term contract (part-time – Tuesday, Wednesday, Thursday)

salary up to £60,000 (pro rata for part-time) – London docklands


The ombudsman plays an important role in the process which leads to policy changes and developments in the financial services industry. We need to ensure we’re making an informed contribution to this policy debate – by using the information we have access to through our casework, and keeping abreast of the policy work and thinking of external organisations, such as regulators, government departments, businesses, consumer organisations and think tanks.

As our policy insight manager, you’ll research and analyse the information held within the ombudsman, drawing out key issues and trends. You’ll then deliver your analysis to stakeholders inside and outside the organisation – presenting it in an appropriate written or visual way to best convey our message. You’ll have excellent research, writing and communication skills and be able to build the relationships necessary to maintain and grow our influence in the policy discussions affecting our industry.

If you’d like to see in more detail what the role entails, why not take a look at the job description for more information.

And if you think this is the position for you – apply now.

The closing date for applications is 28 September 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.

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... 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 ...