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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.

lead HR business partner
15 month contract
– full time or part time

salary £55,000 plus excellent pension and benefits– London docklands

We’re looking for a lead HR business partner to join our HR and organisational development (HR&OD) team. You’ll work directly with senior managers to make sure the HR service we’re providing delivers the right support for the wider organisation. The relationships you develop with managers will enable you to work in partnership – both anticipating and responding to people issues so that we’re able, as an organisation, to provide the best possible service to our customers.

This is a very diverse organisation, but something we all share is our values. They’re central to the way we work – and work together. So you’ll be someone who believes in doing the right thing, respecting the needs of your customers, sharing your knowledge, and doing what you say you’ll do.

As one of our lead HR business partners, you’ll line manage a small team of HR business partners – working as part of the team, sharing your knowledge and experience. You’ll also work closely with the HR centres of excellence to deliver a proactive service that supports the needs of managers in your area of the ombudsman.

You’ll be someone who can build strong relationships – and who knows how to influence people at every level. Because we’re focused on people more than process, you’ll be able to think creatively about issues that you spot. You won’t always take the obvious route to resolving them. You’ll be comfortable with change and confident guiding managers through organisational change.

So, if you think the lead HR business partner role is right for you – take a look at the job profile. It’s an exciting time here. We’ve got some unique challenges – and a very passionate team to take them on.

If you think you’re person we’re looking for – go ahead and apply now.

Please be aware that if your application is successful, we will be holding interviews week commencing 26th October.

The closing date for applications is Friday 16th October.

HR adviser
– full time or part time

salary £28,000 – London docklands

Our HR support team is the first point of contact for our people to find out about anything HR related, including our HR policies and guidelines.

As an HR adviser, you’ll work closely with our HR business partners, and the wider HR team, to deliver an excellent service to our customers. You’ll have a varied range of responsibilities such as giving advice to managers, building the knowledge of the HR support team, helping to make our policies, and managing some complex and interesting queries.

Being someone who understands the importance of first-class customer service, you’ll have experience of supporting a business in delivering an excellent service. You’ll have knowledge of HR legislation, and how to apply this in a HR adviser role. You’ll also be focused on delivering results and providing solutions to your customers’ problems.

You’ll enjoy working in a team, be able to help out in busy times, and be able to juggle a range of tasks at any given time. You’ll also have good attention to detail, strong communication skills, as well as the ability to work with a high level of accuracy.

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

And if you think you might be the person we’re looking for – go ahead and apply now.

We’ll also consider applications from people looking for part time or flexible working arrangements.

We’re ideally looking for someone to start immediately, so please be aware that if your application is successful, we’ll be holding interviews on 22 October and week commencing 26 October.

The closing date for applications is 19 October 2015.

service delivery manager

salary £42,000 plus excellent pension and benefits

Use your knowledge of IT service management and experience of dealing directly with IT users in an organisation to help us provide the best possible IT services.

Our service management team makes sure the IT systems we use to deliver for our customers are fit for purpose and work effectively from a user perspective. As a service delivery manager, you’ll be designing the support for our IT services and liaising with the relevant technical teams to ensure smooth delivery and continued support.

You’ll be getting yourself out into the organisation, carrying out IT service reviews, managing key stakeholder relationships and creating service improvement plans alongside taking responsibility for our IT service catalogue. We’re working towards better IT infrastructure library (ITIL) standards and a particular focus of this role is to work closely with colleagues across the IT department to deal with IT service problems and service changes.

Being the “face” of IT service management at the ombudsman, we’re looking for you to demonstrate outstanding communication skills both in writing and in person – you’ll be pulling together different technical resources to deliver for our IT users. You’ll need to be highly organised and able to adapt to a regularly changing workload. And you should be able to demonstrate some knowledge of how IT systems work together and an understanding of key ITIL concepts.

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 09 October 2015.

service delivery manager (change, release and major incident)

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

Use your knowledge of the IT infrastructure library (ITIL) to help define and manage the way we deliver IT changes and new releases.

Our service management team makes sure the IT systems we use to deliver for our customers are fit for purpose and work effectively from a user perspective. As a service delivery manager, your focus will be ensuring that technical teams are following the change and release process to minimise risk to our to our IT services.

You’ll be introducing standard methods to help deliver these activities as smoothly as possible, working with service transition colleagues and escalating risks and issues to the right technical stakeholders. Major incidents will need to be diagnosed, escalated and reported on so that we can take steps to prevent them happening again. And you’ll be chairing our weekly change advisory board meetings, held with colleagues in IT, facilitating the sign-off of all changes and releases before they’re deployed.

We’re working towards better ITIL standards, so having the ITIL v3 foundation certificate will be a must – you’ll need to demonstrate particularly strong knowledge and experience of the change, release and major incident management sections in particular. You’ll be an engaging communicator with the ability to influence people to follow new processes, as well as explaining technical issues and concepts to a varied audience.

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 09 October 2015.

lead resourcing partner

salary £50,000 - £55,000 – London docklands

It’s the nature of our work that the landscape around us changes quickly. So we’re always looking for talented people to join us. And our strong focus on giving consistently excellent customer service – both internally and externally – means we have to have a flexible resourcing plan in place to support the teams throughout our organisation.

In this role, it’ll be your job to make sure we always know how we can provide the people we need – and that your team know what they have to do to make it happen.

As the lead resourcing partner, you’ll lead our resourcing team of up to ten resourcing professionals – developing and improving the service you provide and meeting your targets in a cost effective way. You and your team will source diverse, skilled and motivated people who reflect the values and behaviours that are at the heart of our organisation.

To do this successfully, you’ll need to work really well with your colleagues across HR, and with our internal customers, to make sure that resourcing needs are defined clearly and met efficiently – on time, within budget and in line with our tone and values.

We need someone with experience of working within recruitment and of managing a team. Ideally, you’ll have managed a recruitment team before, including volume and specialist recruitment. You’ll use your experience and ability in leading and managing people to bring the best out of a passionate and motivated team.

Because things move quickly here, you’ll have to be able to manage competing priorities and lead your team through busy periods while meeting your customers’ needs. You’ll stay well organised while you do this, with a great attention to detail at all times.

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 09 October 2015.

financial accountant

salary up to £50,000 plus excellent pension and benefits

Use your finance experience and accounting qualification to help keep our financial reporting at a high standard. This is a chance to make a real impact in the way we carry out financial reporting across the organisation.

As an organisation it’s crucial that we are able to account for our income and spending while being able to satisfy regular financial audits.

As a financial accountant, you’ll be looking after our bank accounts, treasury function and the month end process. Working under Financial Reporting Standards (IFRS), you’ll be maintaining our accounting policies, preparing financial statements and tax returns. And you’ll play a lead role in making sure our internal and external audit documentation is in order.

You’ll be a qualified accountant and have up-to-date knowledge of IFRS and, ideally, UK financial reporting standards. Strong report writing skills are also crucial so that complex financial data can be effectively translated and summarised for a variety of audiences. This role involves working closely with our finance business partners, so you’ll need to have very strong communication and relationship building skills. And you’ll need to be comfortable using IT systems and Microsoft Excel to a high standard.

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 09 October 2015.

infrastructure developer (network and telephony)

salary up to £55,000 plus excellent benefits – London docklands

As demand for our organisation’s service has increased, so too has the number of end users relying on our network and telephony services. We now support around 4,000 people, using in particular Cisco switches and routers as well as Checkpoint, Cisco and Juniper firewalls and F5 load balancers. As an infrastructure developer, you’ll provide day-to-day support when colleagues escalate queries from end users. But you’ll also be involved in development projects to improve our systems and services, especially researching the latest networking products and technologies and making recommendations to colleagues.

You’ll have the CCNP certificate and may even be working towards your CCIE along with playing a key role in a network infrastructure team, ideally in an enterprise environment. You’ll be an expert in getting the most from our Cisco estate, working in collaboration with colleagues across the IT department to make sure we’re getting the most out of our equipment in a secure way. You’ll have a good grasp of networking, security and data centre technologies, particularly using Cisco ISE and Cisco Nexus switches, and will make the most of this great opportunity to get your hands on a wide range of different network and network security products.

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 16 October 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?

All our current opportunities are on this page. Please keep coming back if you don’t see a role for you on here right now.

You can also send us your CV – we’ll keep your details and might contact you in the future about working here.

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 ...