Join us as an Ombudsman Manager

Financial Ombudsman Service; London, Coventry; On-site; GBP 60,000 - 80,000; Full time

Job description

Skilled problem solvers. Trusted team leaders. Fair decision makers.

Join us as an ombudsman and use your skills and experience to help make financial services fair.

Our ombudsmen are vital to our service. They make sure everyone in a customer-facing team has the skills and support to investigate and respond to the financial services complaints we’re asked to resolve.

They also make legally binding decisions on some of our most challenging and complex cases.

We’re currently recruiting for Ombudsman Leaders to join our teams across the UK.

At the Financial Ombudsman Service, we resolve disputes between consumers or small businesses and their financial service providers. Every year we resolve thousands of cases and make decisions on a range of complex and difficult issues involving complaints about banking, credit, insurance, investments or pensions.

Our Ombudsman Leaders help resolve the complaints we receive, taking a strategic lead across a specific area of financial products or services. They lead the teams in their area, ensuring our people deliver the best possible customer service.

Leading teams of skilled problem solvers

You will lead and promote a culture of strong performance and personal accountability by setting and maintaining high standards and clear expectations for the teams you work with. Your teams will include other ombudsmen and investigators. You will role model our values every day through your leadership – providing a strong performance management culture and a clear strategic direction.

Resolving cases fairly, reasonably and with finality

You will help shape our policy and approach to cases in your product area, including issuing decisions on some of our complex cases – and ensure consistency of approach across the service.

Ombudsman Leaders are great ambassadors for our service. You will help to build strong relationships with our external stakeholders – including industry representatives, consumer advocates and regulators – and share insights and expertise from the cases we settle.

Who we’re looking for

People who work for us as ombudsmen come from diverse backgrounds, but have usually:

• led teams in a customer-focused organisation
• created a collaborative environment, facilitated knowledge sharing and encouraged teamwork
• proactive and demonstrable problem-solving skills
• planned and prioritised in a changing, busy environment
• set objectives, high standards and clear expectations - driven performance and helped others to succeed.
• gained judgement skills and the ability to make evidence-based, accountable decisions
• used data and information to improve quality of service and achieve service standards
• been involved in making key decisions on complex, sensitive, legal or technical matters

Specific abilities or personal qualities you’ll need:

• a communication style that’s adaptable to a diverse range of customers
• the ability to listen and ask questions that get to the heart of the problem
• empathy – to stay mindful of what it feels like for all involved in a case
• the desire to achieve results as a team, while being flexible and understanding
• the ability to build strong working relationships, both internally and with external stakeholders
• persuasiveness and influence at stakeholder and senior level
• a mentality that’s open, decisive and objective, that can cut through complexity to drive informed, logical and fair answers and decisions across your team

What we offer

We offer comprehensive training, career development and flexible benefits to suit you.

How to apply

To apply to become an Ombudsman Leader, you’ll need to complete our online application.

For any enquiries about the role or the recruitment process, you can contact our HR Team by: