Content Editor

financialombudsman; Greater London; Hybrid; GBP 36,000 - 44,000; Full time

Job summary

The Financial Ombudsman Service in London is seeking a detail‑oriented Content Editor to shape and maintain our guidance and knowledge resources for colleagues and customers. This role requires strong editorial judgement, collaboration, and a customer-focused approach to improve service quality.

Reporting to the Senior Content Editor, you will create, edit and govern content, ensure WCAG 2.2 AA accessibility compliance, and work with stakeholders to keep information current while meeting tight

Qualifications

• Experience creating, editing or maintaining written content with clear, accurate structure.
• Experience using a content management system, ideally SharePoint Online, to upload or manage content.
• Strong written communication skills, adaptable for different audiences.
• Experience working with stakeholders to gather information and achieve outcomes.

Responsibilities

• Researching, writing, and editing content from a range of sources to support colleagues resolving complaints.
• Identifying gaps in content and participating in content reviews to keep information up to date.
• Improve content quality, consistency and structure for current and emerging tools.
• Reviewing existing content to determine what needs updating or removal.
• Building and maintaining relationships with business areas to ensure accurate information flow.
• Ensuring content is reviewed and signed off by subject matter experts.
• Manage own workload and meet deadlines in a hybrid team environment.
• Collaborate with Senior Content Editor to review work and set priorities.
• Adopt a project management approach to priority workstreams and larger content projects.
• Coordinate with Knowledge Advisers to upload content and ensure accessibility compliance (WCAG 2.2 AA).
• Be flexible and resilient to changing priorities and collaborate with IT on system enhancements.

Skills

Content editing

SharePoint Online

Written communication

Stakeholder collaboration

Job description

Looking for a new challenge?

Content Editor

We're looking for a detail-orientated Content Editor to help shape and maintain our guidance and knowledge resources that support our colleagues and customers. This is a varied role where strong editorial judgement, collaboration and a customer-focused approach will help colleagues deliver a better service for the people who rely on us.

We're not just hiring - we're inviting you to build the future with us.

Contract: 12month fixed term contract/secondment

Working hours: 35 hours per week is full time. Where possible, we are open to considering part-time/flexible working patterns. Please let us know in your application your desired working pattern.

Salary: £40,424

Location: London

Reporting to: Senior Content Editor

By joining our team, you'll enjoy the best of both worlds - hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.

About Us:

The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers.

As a Content Editor, you'll create, edit and maintain clear, accurate and easy-to-use content that helps colleagues deliver a better service to our customers. Working with stakeholders and subject matter experts across the organisation, you'll make sure content is well governed, properly signed off and written in our tone of voice. You'll also support improvements to how information is shared internally, help manage document templates, contribute to the publication of key service data and decisions, and make sure important updates are communicated clearly to colleagues.

What You'll Do:

• Researching, writing, and editing content from a range of sources to support colleagues who are resolving complaints for our customers.
• Identifying gaps in our content and being part of a regular content review process, testing and making sure it remains relevant and up to date.
• Helping to improve content quality, consistency and structure so information can be effectively used by colleagues and emerging digital and AI-powered tools.
• Reviewing existing content to identify what needs updating/changing or if it's no longer needed.
• Building and maintaining relationships with relevant business areas to ensure an accurate and up to date flow of information.
• Ensuring content is evaluated and signed off by subject matter experts.
• Being comfortable working both as a team but also on your own for periods of time - you'll be expected to manage your own work and work to tight deadlines, depending upon business need.
• Working closely with the Senior Content Editor to review work and agree priorities.
• Adopting a project management style approach to our priority workstreams and larger pieces of content - setting milestones and tracking progress.
• Working closely with the Knowledge Advisers to get content uploaded - agreeing timescales and how information should be presented on Discovery.Ensuring published content meets WCAG 2.2 AA accessibility standards - so we're compliant with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.
• Being flexible and resilient - ready to change what you're working on at short notice, as required.
• Working closely with IT on developing system enhancements and carrying out testing where appropriate.
• Supporting our decision and data publication work - escalating queries to the Senior Content Editor or Knowledge Manager, as appropriate.

Minimum Criteria:

• Experience of creating, editing or maintaining written content, with evidence of producing clear, accurate and well-structured work.
• Experience of using a content management system, ideally SharePoint Online, to upload, update or manage content.
• Strong written communication skills, including the ability to adapt your style for different audiences and explain information clearly.
• Experience of working with a range of stakeholders, both verbally and in writing, to gather information, agree requirements and achieve outcomes.
• Evidence of managing multiple pieces of work at the same time, such as balancing competing deadlines, tracking progress or prioritising tasks across different projects.

The following skills would be an advantage:

• Experience of paired writing and content critiques.
• Experience of video scripting/editing/creation.

Why You'll Love Working With Us:

We are a values led organisation. Our values define our culture, influence our decisions, and un