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logo: stonewall - diversity champion
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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.

adjudicators (case-handlers)
(full and part-time roles available)

salary £22,000 - rising to £23,500 after 6 months with the potential to earn, through career progression, up to £30,000 – 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 19 July 2015.

policy adviser

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

Like all public services, we need to understand the direction of public policy so that we can reflect this in our own plans. But we also have a contribution to make to the development of public policy thinking from the hundreds of thousands of cases we consider every year. You’ll work either across government departments, parliament and regulators in our public policy team, or with industry and consumer groups in our market affairs team to understand their priorities, and identify where our experience and expertise can add value.

As our policy adviser your role will be to select information, identify issues, assess the impact those issues could have on our organisation, and propose ways for us to respond to them. As well as producing briefings and discussion documents, you'll work with the organisation to get the answers to tough questions.

You’ll help to inform our decisions as to how best we should engage with that public policy discussion, including who we should meet, when – and with what messages.

We need someone with excellent written and verbal communication skills, and strong problem-solving and analytical skills. You’ll need to have previous policy experience – as well as a good understanding of politics, public policy issues or consumer policy and the financial sector. You’ll be passionate about what we do, and able to build relationships at all levels. You’ll also be well organised, with a great attention to detail.

Take a look at the job profile to see exactly what we’re looking for.

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

The closing date for applications is 15 July 2015.

senior SQL server database administrator

salary up to £65,000 + excellent benefits – London docklands

At the ombudsman we’re becoming more reliant on effective IT systems to cut down our reliance on paper and to make our teams more efficient at sharing information and knowledge. And some of our most important technology relies on SQL Server databases, so it’s very important to have the best support and design behind it.

As a senior SQL Server database administrator, a significant part of your role will involve looking after the enterprise data warehouse SQL Server infrastructure. You’ll also be responsible for the day-to-day management of the database architecture and for the reliable performance and availability of the SQL Server estate, which includes a large SharePoint installation. Working within a database services team, you’ll help to fix problems and deliver various projects by liaising with the project, development, application and infrastructure support teams.

This is a major role in the applications team and requires exceptional SQL Server database administration, design and development experience, with strong T-SQL skills, covering 2008, 2012 and ideally the 2014 version too. As well as the technical skills, you’ll need strong team working and organisational skills to successfully manage the large development initiatives we have in the pipeline within an ever-changing environment.

Take a look at the job profile to see exactly what we’re looking for.

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

The closing date for applications is 10 July 2015.

project administrator
three year fixed term contract

salary £22,000 – £24,000 + excellent benefits – London docklands

Our project management office team are part of our wider IT team and play a vital role in making sure we can deliver the excellent service our customers need from us. As a project administrator, you’ll offer support to our project managers – helping them manage their workloads by organising and taking minutes at meetings, keeping reports up to date and producing management information when needed. You’ll also be heavily involved in managing the project team’s busy diaries, making sure important meetings are arranged and coordinated quickly and efficiently.

To succeed, you’ll need to be well organised and have some experience of delivering administrative services within a support function. Your communication and minute-taking skills will be strong, as will your ability to share information and manage people’s time in the most effective way.

Take a look at the job profile to see exactly what we’re looking for.

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

The closing date for applications is 8 July 2015.

IT security analyst

salary up to £48,000 plus excellent pension and benefits

Use your experience of playing a key role in an IT security team to get great exposure to an evolving and dynamic information security agenda. This is a chance to make a real impact in the way we manage and promote IT security across the organisation.

With the growth of the ombudsman and expansion of our IT team, we are now seeing a greater use of technology being used in our core service offering. We rely on our growing information security team to prevent, monitor and manage threats to our data security. As our IT security analyst you’ll work side-by-side with the IT team and project managers – providing advice and guidance on security issues and being an expert consultant for any security-related elements of their work.

You’ll join an evolving function and become a trusted adviser during a period of big changes – you’ll enjoy working across the organisation to promote awareness of IT security considerations and best practice.

This role is all about communication and working closely with stakeholders. As a trusted adviser for the organisation’s IT security, you’ll explain threats and benefits clearly and convincingly. And of course you’ll have a sound knowledge of IT security with experience of assessing and analysing risks. To really succeed in this role, you’ll also need deep practical knowledge of networking and infrastructure technologies, particularly Cisco.

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 5 July 2015.

solutions architect

salary up to £56,000 plus excellent pension and benefits

If you’d enjoy a role where you get to have lots of involvement and collaboration with your colleagues across the IT team – then carry on reading because this may be the role for you. In this role you’ll also have the chance to help shape what our IT estate looks like – in an organisation where the latest technologies are ever more central to the way we deliver our service.

Demand for our organisation’s service has increased hugely in recent years, so we’ve more than doubled in size to around 4,000 people. Our IT teams have expanded accordingly to make sure we can provide an excellent service to our colleagues.

We’re now looking for a solutions architect to deliver major organisational change from an IT perspective – with a particular focus on designing solutions that work for us now and in the future. You’ll have picked up this knowledge through your work in a solutions architect or technical architect role.

As well as your technical know-how, we’ll also want you to be a good communicator because working well with your colleagues both within the IT team and beyond will be an important part of your day-to-day role here. You’ll also need to be able to think about options for different ways of doing things, rather than simply following the rule book.

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 10 July 2015.

head of knowledge and information services
three year fixed term contract

salary up to £70,000 plus excellent pension and benefits

Are you an experienced knowledge manager, looking for the next step in your career at an organisation that makes a real difference to people’s lives? Can you lead a team with a complete focus on developing the tools, structures and systems to help transform how we collate, share and access the knowledge we hold? Do you have the passion and experience to help embed a culture of knowledge sharing right across our organisation?

At the ombudsman, we recognise that how we manage our knowledge will be critical to achieving our vision for the future. Knowledge is a priority for everyone here – including our CEO. As our head of knowledge, you’ll play an essential role in developing new tools, structures and processes to support the sharing of knowledge. To succeed, you’ll have a genuine passion for how knowledge can be used to deliver improvements in service quality and efficiency. And you’ll bring a pragmatic understanding of information management and governance and how it relates to document, records and knowledge management.

You’ll have built up a wealth experience in knowledge management and will have seen a variety of different approaches to tackling knowledge – bringing interesting new perspectives on how an organisation can make best use of its information and expertise. You may have worked in either in the public or private sector, or as a consultant, and are now ready to use your experience to focus on one organisation for the long term. Perhaps you’re a senior project manager who has worked on a number of information management and governance projects and is looking for their first senior appointment – leading a dedicated team of information management professionals.

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 5 July 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?

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 ...