Job description
Looking for a new challenge?
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Investigator (Remote)
Are you able to get to the heart of the matter?
Contract: 18 months Fixed Term Contract
Working hours: Full time (35 hours pw) and Part time (28 hours pw)
Salary: £30,000pa (Full Time), £24,000pa (Part Time)
Reporting to: Ombudsman Manager
Remote Working with occasional travel (every 8 weeks) to a central Manchester location. As part of your induction, you’ll be required to spend your first week in our London office (expenses for your time in London will be covered).
Start Date: 27th March 2023
At the Financial Ombudsman Service, we make decisions on a range of complex and difficult issues. Every year we resolve hundreds of thousands of disputes between consumers or small businesses and their financial service providers – and if we believe a customer hasn’t been treated fairly, we can step in to put things right or if we think the business hasn’t done anything wrong, we explain why.
Key responsibilities
You’ll be someone who thrives in an environment where no two days are the same. Working in a targeted environment as part of a team supported by an Ombudsman Manager, you’ll be accountable for investigating things thoroughly and getting to the heart of our customers’ complaints.
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You’ll be naturally curious and have an interest in financial services products.
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Solution focused on your approach, using initiative to make decisions for customers and business that are fair and reasonable
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Able to show empathy through the way you communicate – listening carefully to both sides, asking the right questions, and using sound judgement
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You’ll build trust with customers and businesses alike, using effective communications skills to deliver your findings
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Confident to explain what you think and why through a clear and structured written response
As an Investigator new to the role, you’ll spend up to six months in our academy developing your critical thinking and reasoning skills.
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
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Experience of effective decision making with accountability for decisions made.
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Demonstrate the ability to evaluate evidence using sound judgement and empathy
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Have worked in a targeted environment and demonstrate the ability to work under pressure.
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Excellent customer service skills and confident with both written and verbal communication.
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Able to work autonomously and take ownership for your own workload.
Desirable Criteria
We would also like you to have the following skills:
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Knowledge of financial products or
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Experience in decision making or analytical roles (for example, legal / paralegal/casework/claims)
Why Financial Ombudsman Service?
Our people are the most important part of delivering our purpose. If it wasn’t for their amazing efforts, ideas and commitment we wouldn’t be able to make a difference that we do today. So, we offer an attractive, competitive salary and flexible benefits to suit them.
Here’s a list of some of the many benefits and perks you can get for working with us:
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25 days holiday entitlement, with the option to buy extra or sell days
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Generous pension
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Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
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Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
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Employee Assistance Programme
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Extensive opportunities for personal and career development
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Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
Upload your most current CV, highlighting your relevant skills and experience as well as explaining any gaps. Please use the supporting statement box to demonstrate how you meet the minimum criteria
If you’re successful with the initial screen, you’ll be invited to an online assessment.
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email
hrsupport@financial-ombudsman.org.uk
and let us know your preferred method of contact.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!
- LinkedIn: Financial Ombudsman Service
- Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us
Good luck with your application!
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