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Ombudsman Manager - Remote - Edinburgh Remote

Financial Ombudsman Service

Full Time Remote 56200 GBP ANNUAL Today

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!

Ombudsman Manager

Make decisions that make a difference

Contract: Fixed-term, 18 months

Working hours: Full time (35 hours a week) or part time, where possible. You’ll agree your working pattern with your manager.

Salary: £56,200

Reporting to: Ombudsman Leader

Remote: with travel every eight weeks to Edinburgh. As part of your induction, you’ll need to spend your first week in our London office, and we’ll cover your expenses for that.

Start date: 27th November 2023 and January 2024

Application deadline: 23:59 on 27 September 2023

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.

We work across the full range of financial services and if we believe a customer hasn’t been treated fairly, we’ll ask the business to put things right. If we think the business isn’t at fault, we’ll explain why. The decisions we make have a huge impact on improving financial services; through ensuring a better outcome or that either party is better informed as a result.

As one of our Ombudsman Managers, you’ll join our Ombudsman Panel with statutory decision-making powers to make independent and legally binding final decisions. If you’re a team leader with two to three years management experience within one role in an organisation or across organisations – who’s looking to take the next step in your career, this role could be for you.

Key responsibilities

Leading a team of Investigators to deliver excellent customer service and achieve timely, fair outcomes across a range of financial services problems
Making timely, independent and legally-binding final decisions that are consistent, fair, reasonable and impartial, and writing clearly to explain the rationale behind them so that all parties easily understand the outcome of their complaint
Sharing insights and expertise – including trends and potential broader casework issues to be reviewed at policy level – across your team and the wider business
Staying up to date with the industry sector aligned to your casework directorate, defining and owning the approach where required, and engaging with external organisations to support their understanding of our approach
Contributing to the drafting of copy and technical notes for training or in collaboration with our Communications team.
Keeping your technical casework knowledge current and learning new product areas quickly to coach and develop members of the casework team
Using data and insight to ensure cases are moving at an appropriate pace and to anticipate any issues before they arise
Working with the leadership team in your product area to measure and review the service your team delivers to continually improve the way in which they work
Ensuring your team members are focused on personal development and inspired to improve their knowledge and skillset now and for the future

You’ll be a confident communicator with the ability to cut through complexity and lead people through change

Minimum criteria

Experience of managing, coaching and developing a team to give customers outstanding service, while also driving operational performance in a changing, complex environment
Experience of working in a financial services environment or a regulated industry with exposure to complex cases and dealing with vulnerable customers
Ability to evaluate complex information and sometimes, in the absence of evidence, use critical thinking to reach a final conclusion for customers
Experience of persuasive writing – that shows logical, clear and concise decision-making – to communicate individual, evidence-based outcomes
Excellent communication skills – both verbal and written – with the ability to resolve conflict and adapt your style to the audience
Ability to interpret management information and data to enable delivery and build a learning culture and drive continuous improvement

Why the Financial Ombudsman Service?

We’re committed to being a great place to work and strive to attract and develop people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves at work.

So, as well as a competitive salary, we offer:

Core benefits including generous pension, life assurance, critical illness cover, income protection, personal accident cover, private medical insurance, virtual GP
Optional benefits including travel insurance, childcare vouchers, technology scheme, cycle to work scheme, dining and lifestyle memberships, dental cover
Discounts on your everyday shopping, from groceries and petrol to household goods and gift vouchers
An Employee Assistance Programme that offers professional support with legal, health and money issues
Holiday entitlement of 25 days, with the option to buy or sell extra days
Opportunities for personal and career development

Find out more about

our work culture

on our website, where we also have a dedicated

careers page

. You may also find it useful to check

our LinkedIn page

and

Instagram

How to apply

Go to the

Financial Ombudsman Service careers site.

Upload your CV, which should highlight relevant skills and experience and explain any gaps in your working life. Use the supporting statement box to demonstrate how you meet the minimum criteria (maximum 500 words).

If you get through the initial screening round successfully, we’ll invite you to an online assessment.

Please bear in mind that we may close the application window for this role earlier than the date specified if there’s a large number of applications.

We’ll provide a full job profile to candidates shortlisted to the first stage of the assessment process, but if you would like to see one earlier, please get in touch.

Proud to be an inclusive employer

Reflecting the communities we serve, helps us provide the best service to our customers. Diversity and inclusion are fundamental to our success, so we welcome applications from women and other under-represented groups. As part of our commitment to the Race at Work Charter, we welcome applications from Black, Asian and other ethnic minority candidates.

We’re proud to be a Level 3 Disability Confident Leader. This means that we will put disabled candidates through to the next stage of the recruitment process as long as they meet the minimum criteria for a role.

(Exceptions may apply if we have so many applications, we can’t interview all the candidates who qualify under the scheme.)

If you’d like to speak to us about any reasonable adjustments you need, please email

[email protected]

and let us know your preferred method of contact.

You can find out more about our

Diversity and inclusion strategy and plans

on our website where you can also

read our 2022 Diversity, Inclusion and Wellbeing report

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