Pensions Investigator: Resolve Financial Disputes

Financial Ombudsman Service; Coventry; Hybrid; GBP 26,000 - 33,000; Full time

Benefits offered by this job

Generous pension

Life assurance

Private medical insurance

Job summary

The Financial Ombudsman Service is recruiting an Investigator (Pensions) in Coventry with a hybrid working pattern. You’ll begin in our Academy, gaining technical knowledge to investigate complaints about pensions and make fair decisions.

You’ll handle a caseload under supervision, developing reasoning and communication skills for complex cases. Experience in financial services or regulatory environments helps, but full training is provided.

Qualifications

• Strong analytical skills to assess information and reach evidence-based conclusions.
• Fair, balanced decision making with clear reasoning and empathy.
• Excellent communication skills in written and verbal formats.
• Experience supporting customers through challenging situations.
• Interest in pensions with willingness to undergo formal training.

Responsibilities

• Investigating complaints about pensions and applying relevant rules.
• Examining detailed evidence, identifying gaps and asking probing questions.
• Analyzing information and reaching a fair, reasonable decision.
• Managing a caseload to meet productivity, quality and timeliness targets.
• Communicating findings clearly with empathy to all parties.
• Explaining what you think and why through a structured written response.

Skills

Analytical skills

Decision making

Communication skills

Customer service

Working under pressure

Independence

Pensions knowledge

Job description

The Financial Ombudsman Service is recruiting an Investigator (Pensions) in Coventry with a hybrid working pattern. You’ll begin in our Academy, gaining technical knowledge to investigate complaints about pensions and make fair decisions.

You’ll handle a caseload under supervision, developing reasoning and communication skills for complex cases. Experience in financial services or regulatory environments helps, but full training is provided.