Pensions Investigator — Fair, Evidence‑Driven Decisions

Financial Ombudsman; Coventry; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Pension

Life assurance

Critical illness

Income protection

Private medical insurance

Virtual GP

Travel insurance

Tech scheme

Cycle to work

Dining memberships

Lifestyle memberships

Dental cover

Holiday (25 days)

Job summary

The Financial Ombudsman Service in Coventry is seeking an Investigator, Pensions, to join our team. The role focuses on assessing pension complaints, analysing detailed evidence, and making fair, evidence-based conclusions.

We offer permanent contracts, with both full-time and part-time options, a hybrid work pattern of four days per fortnight in Coventry, and an initial London induction. Training to develop technical skills is provided to support fair outcomes.

Qualifications

• Strong analytical skills and ability to assess information to reach evidence-based conclusions.
• Experience making fair and balanced decisions with clear reasoning.
• Excellent communication skills, written and verbal, to explain complex information.
• Experience supporting customers through challenging or sensitive situations.
• Experience working towards targets, service standards, or objectives.
• Interest in pensions and retirement products; training provided.

Responsibilities

• Investigating complaints about pensions.
• Examining detailed evidence, identifying gaps and asking the right questions.
• Analyzing information and applying relevant rules to reach fair decisions.
• Managing caseload to meet productivity, quality and timeliness targets.
• Building and managing relationships with consumers, financial businesses and representatives.
• Communicating findings clearly with empathy and confidence; providing written explanations.

Skills

Strong analytical skills

Decision making

Excellent communication

Customer-support experience

Target-driven

Pensions knowledge

Job description

The Financial Ombudsman Service in Coventry is seeking an Investigator, Pensions, to join our team. The role focuses on assessing pension complaints, analysing detailed evidence, and making fair, evidence-based conclusions.

We offer permanent contracts, with both full-time and part-time options, a hybrid work pattern of four days per fortnight in Coventry, and an initial London induction. Training to develop technical skills is provided to support fair outcomes.