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Our people are at the heart of our service and have a unique mix of experience, background, knowledge and personality. But what they all have in common is a passion, and an ability to solve the problems people talk to us about.

  • investigator

    starting salary £27,600 plus excellent benefits and the potential to progress to £31,000 within 12 months, depending on your performance – permanent – London docklands

    These roles are available on a full time and part time basis – the initial training period in our academy is six months and we’d ask that you can commit to full time hours for the first four weeks

    As an investigator, you’ll be part of a small team, at the heart of what we do – helping sort out financial services problems for our customers. Supported by an ombudsman manager, you’ll be accountable for getting to the bottom of our customers’ complaint and investigating things thoroughly, to find answers to problems that are fair and feel fair.

    You’ll do this by listening carefully to both sides, asking the right questions and using your sound judgment – as well as drawing on the expertise and knowledge of those around you. You’ll need to build trust, manage expectations and explain what you think, and why – both in writing and over the phone. And you’ll do this in a way that’s straightforward and clear for everyone to understand.

    Help us make money matters fairer – who we’re looking for

    You’ll thrive in an environment where no two days are the same – and you’ll be motivated by doing the right thing. You’re confident at cutting through the confusion to give people the help they need in a clear and balanced way. You’re a natural problem-solver, who is open minded and uses common sense to resolve complex and challenging situations.

    Ideally, you’ll have experience of helping people in a customer-facing or case handling role. And while a knowledge and understanding of financial services and products is beneficial – it’s not essential. Importantly, you’ll have a desire and curiosity to learn and build your knowledge – be self-motivated and able to organise and juggle a number of competing priorities.

    Find out more about how you can make a difference at the ombudsman service by taking a look at the job profile.

    If this sounds like you then apply now.

    download job profile apply now

    infrastructure engineer (telephony)

    salary up to £58,000 plus excellent benefits – permanent – London docklands

    Can you work on ways to maintain and improve our telephony infrastructure while helping with day-to-day issues?

    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 IPFX and Cisco communication systems. As our infrastructure engineer for telephony, you’ll provide advanced technical support on all our telephony and communication devices when colleagues escalate queries from our people. And you’ll also be completing development projects to improve our systems and services, including researching the latest relevant products and technologies, and making recommendations to colleagues.

    You’ll have the CCNP Collaboration certificate or equivalent experience and will ideally be well on your way to achieving a CCIE – or just a passion for what you do. Showing a solid understanding of telephony and with maintaining an IPFX suite, you’ll be experienced at playing a key role in a telephony infrastructure team, ideally in a highly secure enterprise environment. You’ll be an expert in getting the most from our Cisco telephony estate, working in collaboration with colleagues across the IT department to make sure we’re getting the most out of our equipment and software in a secure way. You’ll have a good grasp of wider Unified Communication technologies but will be able to maintain and configure Cisco Call Manager v10.5, IPFX v6 and be comfortable supporting unified messaging systems like Jabber, Microsoft Skype for Business and SIP.

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

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

    download job profile apply now

    infrastructure engineer (end user computing)

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

    Can you provide high level support for our end user computing environment – while also working on ways we can improve?

    Our behind-the-scenes end user computing team makes sure a range of systems are working effectively for our people. The team is mainly working with Citrix and Microsoft SCCM technologies – all within a hot desking environment that’s highly mobile.

    As an infrastructure engineer, you’ll provide third and fourth line support when colleagues escalate queries from our people and other IT teams, along with maintaining the general health of the infrastructure – but you’ll also be involved in projects to improve our systems and services. Where you see trends developing, you’ll be quick to address them with the wider team, and help develop the analysis, identification and workarounds with them. You’ll also work directly with our vendors to help keep things running smoothly.

    Our infrastructure engineers are working as part of a team to create the best technical environment for our people. To succeed, you’ll need to have a solid background in a varied technical support environment using Microsoft servers, desktop operating systems and both Windows 7 and 10 – ideally you’ll also be with comfortable Citrix XenDesktop and Microsoft SCCM 2012. This role will suit someone with experience of third line support, who loves the idea of getting the best out of IT systems and making them better in a hotdesking enterprise environment.

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

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

    download job profile apply now

    policy and communications managers (public affairs and stakeholder engagement)

    salary from £43,528 - £55,000 plus excellent benefits – permanent and fixed term contracts – London docklands

    The Financial Ombudsman Service makes a real difference to people’s lives every day, and our stakeholder team helps to share the insight we gain from our work with the people and organisations that have an interest in what we do. We have an opportunity for three policy and communications managers to help us do exactly that.

    We’re looking for three experienced managers to join our stakeholder team, a permanent one to help us manage our relationships with government, regulators and the media and another two, one permanent and one for six months, to focus on our strategic engagement with businesses, trade associations and consumer groups. By understanding the strategic issues that the ombudsman faces, and building trusted relationships at all levels, you’ll play a key role in shaping our response to an ever-changing world.

    Our decisions make a real difference – not only to the consumers and businesses directly affected – and our broad remit means that we need to work with government and the media. It’s vital that we understand the wider environment so that we can reflect this in our own plans and messages – and that we’re able to join the dots between what’s going on in the outside world and the complaints we’re seeing. It’s also important that we use insight gained from the hundreds of thousands of cases we consider each year to contribute to the development of public policy thinking and wider discussions.

    You’ll have had extensive experience dealing with stakeholders, both internally and externally. You’ll have a great understanding of public policy issues – and how they’re changing, domestically and internationally. You’ll be skilled at building trusted networks, both internally and externally, and will be able to support our board and executive team with knowledge and insights. Most importantly, you’ll be an excellent communicator who’s able to understand what’s going on behind the headlines and translate complex policy debates into plain English. You’ll have experience of designing and implementing an engagement strategy. You may have worked in or close to central government or for one of our other key stakeholders.

    To find out more, take 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 11:59pm on 19 July 2018.

    download job profile apply now

    senior business information analyst

    salary up to £58,000 – permanent – London docklands

    Can you take a lead in developing and supporting our reporting across the organisation

    As we develop as a service, it’s vital that we’re better able to ensure that the business is able to make decisions on information provided. You’ll need to have strong technical skills allied with excellent communication skills and be able to understand the business needs quickly. You’ll be a senior member of the team so you’ll play a key role in developing and supporting our reporting across the organisation.

    You’ll need to gather requirements and develop reporting in a collaborative way with the business so it can be delivered quickly, accurately and in an easy to use way by running the meetings with a varied number of stakeholders as you develop their requirements in Power BI in front of them. You’ll also assist the analysts in the team with these tasks.

    You’ll develop and maintain strong relationships with internal stakeholders to make sure that the business has access to the information it needs in order to make decisions. As a senior person in the team, you may be required to step in when the Business Information Manager is unavailable, and be seen as an expert in the BI set up, so you will have the capability to manage people when required.

    You’ll be our “go to” person for issues that need resolving or solutions finding on BI systems such as Power BI or Business Objects, so you will have strong experience working with business intelligence software and direct experience of the software development life cycle as well as practical knowledge of providing reporting.

    Finally, you’ll be working with our new reporting tool, Microsoft Power BI, so it would be ideal if you already have some experience or knowledge using it. What you will need is passion, credibility and expertise in order to succeed in this role.

    Please take a look at the job profile to find out more. If you would like to apply for the role we’d like you to submit a CV and a supporting statement.

    The closing date for applications is 29 July 2018.

    download job profile apply now
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