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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.

we're currently recruiting for

  • service delivery manager (change, release and major incident management)

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

    Use your knowledge of the IT release management to help make crucial changes effectively to our systems.

    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. 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.

    This is the ideal opportunity to put your expertise in IT release management to best use, making a big impact on a very busy IT team.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

    The closing date for applications is 31 July 2016.

    lead security analyst

    permanent | salary up to £70,000 – plus excellent benefits – London docklands

    Our customers trust us – and rely on us – to look after their data safely for them. And we hold a great deal of very sensitive information. So it’s crucial that we handle our customers’ data according to our information security policies and standards.

    Our security analysts need someone to lead them as they work across the organisation, making sure that people are following the correct governance procedures at all times. Your team will deal mainly with middle managers here, advising and guiding them about security in a way that they can understand.

    You’ll be leading a small team of analysts in an IT department that’s growing as technology becomes increasingly important in the way we deliver our service as an organisation. And as we provide more services digitally to our customers, we’ll have new security challenges to overcome. So this role offers the chance to put good foundations in place – both for you and for the organisation.

    Having worked in a security team or function within a medium-sized or large organisation, you’ll have a good understanding of an ISO27001 based information security management system. You’ll have used your excellent communication skills to engage and educate colleagues at all levels of an organisation – in a way they can understand. Your knowledge of the Data Protection Act and other relevant legislation will help us make sure we’re compliant. And you’ll also have the ability to coach and mentor your team members as you develop them in their roles.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

    The closing date for applications is 31 July 2016.

    project manager

    permanent | salary up to £40,000 plus excellent benefits – London docklands

    This is a role where you’ll get to manage large projects in a fast-paced, technically-advanced and high-profile environment. As an organisation we’re making lots of changes to our IT because we’re evolving the way we deliver our service to our customers. So to be successful in this role, you’ll need to have experience of working in a structured way while managing multiple projects.

    Being based in our IT projects team means you’ll have to be comfortable working with methodologies including PRINCE2 and Agile project management. Experience with the Project Management Institute approach would be highly desirable too. And you’ll ideally have some experience with web portals and Microsoft Dynamics CRM. And to make sure we’re finishing projects on time, you’ll need to be highly organised with the ability to plan ahead.

    It’s a very collaborative culture here, so it’s essential that you’re able to work well with your project management colleagues in a multidisciplinary team. You’ll also need to communicate really well – upwards, downwards and across – as you build strong working relationships that enable you to influence your stakeholders. We’re looking for a person who can engage positively with project owners and sponsors.

    And of course, as a great project manager, you’ll be someone who delivers your projects on time and to budget.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

    The closing date for applications is 26 June2016.

    infrastructure support engineer (telephony)

    permanent | salary up to £35,000 plus excellent benefits – London docklands

    Use your understanding of network telephony to provide support to our people.

    As customer demand for our service has increased in recent years, so too has the number of end users relying on our infrastructure services. We now support around 4,000 people – both remotely and in the office.

    As an infrastructure support engineer, you’ll provide day-to-day support for our telephony systems when service desk colleagues escalate queries from our people. But you’ll also be involved in trend analysis to support projects as we improve the systems too. You’ll actively discover and investigate problems raised as support tickets, as well as administering software in the IPFX and Cisco product suite, including Cisco Call Manager and associated systems.

    You’ll have generalist IT experience working in a support role, with a good knowledge of supporting people working both remotely and in the office. If you’ve worked with Cisco products, that would also be helpful – and ideally you’ll have the CCNA Collaboration certificate. In this role, you’ll own the issues that are presented to you and will be comfortable taking responsibility for sorting them out. Where you see trends developing, you’ll also be quick to address them with the wider team. Finally, we’re looking for someone with bags of enthusiasm and a real passion for developing their career in telephony and unified communications.

    This is a great opportunity to become the “go to” person in a busy IT department for all telephony support issues – while getting your hands on some of the latest technology in the sector.

    Take a look at the job profile to find out more. And if you believe you’re the right person for the role – go ahead and apply now.

    The closing date for applications is 31 July 2016.

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logo: stonewall - diversity champion logo: committed2equality

… 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.

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.