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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

  • 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 29 April 2016.

    finance business partner (support) – permanent

    permanent | salary up to £50,000 – London docklands

    As an organisation it’s important that we understand the financial impact of our decisions and operations on the ombudsman service as a whole.

    As a finance business partner, you’ll mainly be working with senior stakeholders from our support functions, including HR and IT, to provide the information and analysis they need to account for the financial spend in their areas. While providing analysis for all costs your customers incur, you’ll work to make sure we deliver accurate budgeting, forecasting and reporting of income and expenditure, particularly around workforce planning. And you’ll be presenting complex financial data to a variety of senior colleagues.

    You’ll be a qualified accountant or a recently passed finalist, with the desire to develop your experience in a finance business partner role. To demonstrate the value of the finance business partnering team, you’ll need to be comfortable influencing big decisions and presenting information that is backed by sound reasoning. The complexity of the analysis we need to deliver means you’ll require very strong Microsoft Excel skills and need to be comfortable in PowerPoint. And you’ll need to be well organised and able to prioritise effectively to deliver for a diverse range of areas and stakeholders.

    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 30 April 2016.

    management information manager

    permanent | salary up to £50,000 - £65,000 plus excellent benefits – London docklands

    Use your experience of working in a business information team to manage our reporting function.

    With fairness at the heart of everything we do, we embrace difference and treat everyone as equals. We’re a diverse organisation, but something we all share is our values. They’re central to the way we work – and work together.

    Our management information (MI) team is responsible for delivering reports across the ombudsman, helping us measure the progress we’re making towards out commitments.

    As our MI manager, you’ll lead the team that’s responsible for gathering reporting requirements from stakeholders – and then delivering them. You’ll make sure that all work requests are managed appropriately so that our customers’ expectations are managed and that your reports are accurate and meeting requirements. To do this, you’ll build collaborative relationships with your senior customers while developing a deep understanding of our needs as an organisation. Making sure your team are performing at their best at all times, you’ll be seen as a strong leader willing to go the extra mile to exceed expectations and make things better.

    We’re looking for someone with exceptional technical and managerial skills – you’ll need to have some knowledge in business intelligence systems like SAP Business Objects and have the ability to lead and develop a team of technical MI professionals. You’ll need to be someone that can make sure your team are using the most efficient processes and procedures, and that you’re fostering a culture of continuous improvement. And you’ll need to have the interpersonal skills to effectively work with senior managers and get to the heart of their MI needs.

    This is a great opportunity to oversee crucial work for our leaders and to get your hands on some of the latest MI reporting tools.

    Find out more about the role by taking a look at the job profile.

    If it sounds like your kind of role – go ahead and apply now.

    The closing date for applications is 15 May 2016.

    HR manager (HR support)

    permanent | salary £45,000 plus excellent benefits – London docklands

    The HR support team play an important role for HR at the ombudsman, because they’re the first point of contact for many of our internal customers. The quality of service that our HR support team give to our customers relies on having excellent managers to lead our people. You’ll manage one half of our HR support team.

    Your team will have a range of knowledge and skills – and what they achieve will ultimately be your responsibility. You’ll be able to bring the best out of them by coaching and developing them, both as individuals and as a group, in a fast moving and multi-skilled environment. To do this, you’ll need to understand the work they do, being able to role model the behaviours we expect and the values we live.

    Although this is essentially a people management position, we do expect you to have some experience of HR. You’ll also be able to show how you’ve managed process improvements and worked closely with HR systems to achieve this. 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 be excellent at sharing your knowledge to make sure we’re always improving and giving our customers the outstanding service they need from us. You’ll also know how to challenge your team positively to maintain good performance – and similarly you’ll be able to accept feedback well during honest conversations.

    Your excellent relationship-building skills will enable you to form strong relationships across the HR team. And you’ll be used to adapting to change – your ability to work and plan flexibly will be needed in an environment that can change rapidly.

    Find out more about the role by taking a look at the job profile.

    If it sounds like your kind of role – go ahead and apply now.

    The closing date for applications is 15 May 2016.

    service desk analyst

    permanent | salary £22,700 - £26,000 plus excellent benefits – London docklands

    Are you a service desk analyst who’d like to develop your career at a large, fast-moving organisation which makes a real difference to people’s lives?

    Our IT service desk supports around 4,000 end users who rely on our service to provide IT services and keep them operational by resolving day-to-day IT problems. As a service desk analyst, you’ll be customer focused, providing answers to queries mainly over the phone and by email. And you’ll accurately log all of the request and issues you deal with and use our knowledge base to provide resolutions at point of call.

    You’ll have some experience of working on an IT service desk using a service management tool. And since we’re using the ITIL framework, having a good understanding of this and working to processes and procedures would be ideal. We’re looking for someone with initiative and enthusiasm that has a real passion for delivering a consistently high quality of service as you’ll play an important role in providing a great service to our end users.

    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 16 May 2016.

    data warehouse developer (Microsoft)

    permanent | salary up to £50,000 plus excellent benefits – London docklands

    Use your data warehouse fine-tuning skills to maintain vital information we use to help the organisation work more efficiently.

    We’ve recently added an enterprise data warehouse into our support operation, helping us manage the data that goes into reports and dashboards which are used across the organisation to see how well we’re performing against our commitments.

    As one of our data warehouse developers, you’ll provide support to our business intelligence (BI) and management information (MI) teams as they deliver this information to the wider ombudsman. You’ll be expected to continuously improve the data warehouse alongside delivering new code to help us report on new sources of data.

    To succeed in delivering robust data that helps the organisation, you’ll need to have strong design and coding ability using an ETL (Extract Transform Load) tool – ideally Microsoft SSIS (SQL Server Integration Service). Being highly skilled in Microsoft SQL Server 2012 and 2014 will be crucial as you’ll be using best practice design, partitioning and indexing strategies to make our data run faster in a secure environment. This very technical role will also require substantial development experience with the T-SQL and C# languages along with practical skills in Microsoft SQL Server BI tools like SSAS (SQL Server Analysis Services) and SSRS (SQL Server Reporting Services).

    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 May 2016.

    data warehouse developer

    permanent | salary up to £50,000 plus excellent benefits – London docklands

    Use your data warehouse fine-tuning skills to maintain vital information we use to help the organisation work more efficiently.

    We’ve recently added an enterprise data warehouse into our support operation, helping us manage the data that goes into reports and dashboards which are used across the organisation to see how well we’re performing against our commitments.

    As one of our data warehouse developers, you’ll provide support to our business intelligence (BI) and management information (MI) teams as they deliver this information to the wider ombudsman. You’ll be expected to continuously improve the data warehouse alongside delivering new code to help us report on new sources of data.

    To succeed in delivering robust data that helps the organisation, you’ll need to have strong design and coding ability using an ETL (Extract Transform Load) tool – ideally SAP Data Services – and be comfortable helping administer SAP Business Objects XI 4.1. Being a competent developer of Microsoft SQL Server 2012 and 2014 and having knowledge of Oracle 11g would also be very useful. Experience of working in a data warehouse environment would be very useful as well as a willingness to provide support for weekly and month-end reports – including some work out of regular office hours.

    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 May 2016.

    business systems analyst

    permanent | salary up to £45,000 plus excellent benefits – London docklands

    Use your experience of working as a business analyst on IT systems to help us make crucial changes and updates to our systems.

    Our IT department has a critical role in helping us continue to deliver the excellent service our customers expect. As the business systems analyst, you’ll play a central part as we strive to improve continuously and understand what’s needed from a technical perspective.

    In defining workable IT solutions, you'll identify our organisation’s needs using methods including user stories, unified modelling language models, workshops and storyboards. Then you'll be actively involved in all stages of the project lifecycle – from concept to implementation, acting as a bridge between the IT department and the rest of the organisation. And you’ll be maintaining UML diagrams to help us see how potential solutions and changes will work.

    We’re looking for someone who’s able to gain a thorough understanding of our environment – taking into account our people, applications, technologies, data and processes. You’ll also need to have experience of the full project lifecycle, and be comfortable building relationships with technical and business people at all levels throughout the organisation. This is a unique role within the projects and analysis team – one that needs strong technical knowledge of our internal IT systems as well as .NET, NServiceBus and structured query language (SQL) databases. Having some experience of digital systems, Microsoft SharePoint and Microsoft Dynamics would also be useful.

    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 May 2016.

    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.

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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.