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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


salary £22,000 - rises to £23,500 when you pass probation – 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 8 March 2015.

HR business partner
permanent – part time

salary £30,000 – plus excellent benefits – London docklands

This role is for 21 hours a week including a full day on Friday – we’ll arrange the other 14 hours with you at offer stage.

In this role you’ll work directly with senior managers and 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 – anticipating and responding to people issues so that our organisation can give the best possible service to our customers.

Demand for our service has risen hugely in recent years, so we’ve doubled the number of people who work here. Of course, our role in HR has evolved and we now need to help build organisational capability for the future. You’ll be at the heart of this – working closely with our new HR&OD centres of excellence and in partnership with specific areas of the ombudsman to anticipate, respond to and resolve HR issues. Your role is to make sure we’re adding value to the organisation and you’ll work very closely with the strategic HR business partner to ensure our people strategy is delivered.

You’ll be someone who can build strong relationships – and who knows how to influence people at every level. You’ll be proactive, business-savvy, comfortable with questioning the way things are, and confident in recommending how they could be improved. You’ll need to become a trusted and credible partner for managers, really integrating yourself with their team and being someone they fully involve in their people decisions. Central to everything is your ability to communicate with managers, employees and the HR&OD team.

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

If you think this might be the role for you – take a look at the job profile.

And if you’ve got the skills and experience we’re after – apply now.

The closing date for applications is 15 March 2015.

junior infrastructure engineer (end user computing)

salary up to £32,000 – plus excellent benefits – London docklands

Join a successful infrastructure team and learn about a wide spectrum of technology as part of an organisation that’s continually improving and evolving the technology we use – and rely on. You’ll be in a passionate and smart team that reliably deliver support that’s crucial to our organisation – and our customers.

As the escalation point for the helpdesk (service management team) within the end user computing team, you’ll own the day-to-day support function for the team – ensuring issues are sorted out quickly and efficiently. We anticipate that you’ll progressively take on more and more of the functions of the infrastructure engineers (designers).

We’ll want you to have experience of supporting users remotely who are working from home. And we’d like you to have worked in a similar-sized organisation, dealing with complex queries. You’ll certainly have dealt with day-to-day queries while working on a technical support desk, while also delivering trend analysis to the wider team. You’ll also be someone who enjoys solving problems – and crucially who makes sure you really understand each problem before you tackle it.

You’ll need to be energetic, resilient and able to deliver in an environment that’s fast-moving and can sometimes be challenging. So you’ll be passionate about IT and very eager to learn more. You’ll have the personality and assertiveness needed to work well as part of a team, and you’ll be able to work in a self-sufficient way too.

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 13 March 2015.

PA to the chief technology officer

salary £28,000 – £32,000 – plus excellent benefits – London docklands

Use your excellent organisational skills, your good Microsoft Office skills and your ability to prioritise well at busy times, to give our busy senior IT people the support they need. Through this role, you’ll be able to build up an understanding of how an IT department is run.

As demand for IT services within our organisation has grown, the need for administrative support in the department has developed. We now have a need for a PA to give wide-ranging general administrative support to our chief technology officer as well as helping their direct reports.

You’ll be someone with experience as a PA, ideally at a senior level in a medium-sized or large organisation. A basic understanding of how an IT department is run would be desirable, but it’s more important that you’re able to use your own initiative, perform well under pressure and meet deadlines even when there are conflicting demands on your time.

You’ll always strive to give excellent customer service and you’ll be able to build strong relationships with internal and external customers, to help you be as efficient and effective as possible.

To find out more about this role, take a look at the job profile.

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

The closing date for applications is 10 March 2015.

business change project manager
three year fixed term contract

salary close to £70,000 plus 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 6 March 2015.

team managers

£40,800 – which can rise as you develop – London docklands

At the ombudsman service, we help consumers and financial businesses settle disputes by listening to both sides of the story and coming to a fair, balanced decision. Our teams of decision-makers (adjudicators) rely on hands-on leaders to provide support and guide performance so that they can deliver an exceptional customer service for every person. As a team manager, you’ll enhance your team’s performance – by inspiring each person to fulfil their potential.

  • Use your people management skills and customer expertise in a fast-paced environment.
  • Have the freedom to develop a relationship with your team in your own way.
  • Join a culture where sharing knowledge is valued and ambition is nurtured.
  • Become an expert in other parts of our organisation and learn new skills.

Incorporating our values of fairness, respect, doing the right thing and sharing knowledge in everything you do is essential to succeed in this role. Managing your team’s performance while nurturing their individual ambitions can be a challenge, but you’ll rise to it. This requires exceptional organisation, delegation and time management skills. You might have a background in financial services, but the ability to learn about what we do quickly is just as valuable.

If you think this might be the role for you – take a look at the job profile.

If you’ve got the skills and experience we’re after – apply now – and start making the world a bit fairer.

Applications close at midnight on 8 March 2015.

HR manager (HR support)

salary £45,000 – £50,000 plus excellent benefits – London docklands

Play a leading role in shaping a passionate and enthusiastic HR team in the final stages of a transformation. It’s a role where you’ll get to use and develop your ability to lead and inspire a team of HR advisers and administrators – enabling them to deliver a superb service for your customers.

In HR support we have two managers who each look after a team. Given the volume of work we have, and the fact that our new HR support function is bedding in, we’ll be looking for you to improve our processes and the way we work. We look to improve continuously so we’ll welcome your ideas and experience to help us do that. You’ll be able to show how you’ve identified improvements and put processes in place before. But it’s more important that you’ve managed a team through change and have motivated and developed a team while steering their performance. You’ll have had some exposure to HR and you might come from an HR management background.

Your career history will also show a strong focus on customer service. You’ll need to be able to influence through others. And crucially, you’ll need to be able to push yourself to know at all times whether the team you’re running is giving consistently great service while getting all the basics right – and doing so in an efficient way.

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

And if you’ve got the skills and experience we’re after – apply now.

The closing date for applications is 8 March 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 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 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

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photo: Sarah Quigley

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image: video Lindsey photo: Charlotte Sanderson

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