Senior Investigator - Manchester (Remote) Remote
Financial Ombudsman Service
Full Time
Remote
40800 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!
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Senior Investigator
Can you get to the crux of our most challenging complaints?
Contract: 18 months fixed term contract
Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.
Salary: £40,800pa
Reporting to: Ombudsman Manager
Remote working with travel every eight weeks to Manchester. 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
Application deadline: 11:59pm Sunday 24th September 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.
Whether it’s their banking, consumer credit or insurance products. 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.
By joining us as a Senior Investigator, you’ll investigate complaints specifically about complex banking products. Working in a targeted environment as part of a small team, you’ll be accountable for investigating things thoroughly and getting to the heart of our customers’ complaints, making sure we’re getting a fair, quality outcome to customers quickly.
You’ll be a first-class problem solver, as these will often be complex, nuanced cases - which you’ll be able to tackle confidently and accurately. You’ll also have the breadth and depth of knowledge to get to the bottom of a wide range of our banking complaints, working independently to apply your expertise to your own caseload. You’ll have a track record of getting to the heart of difficult issues and reaching answers that are fair and feel fair.
As a Senior Investigator your excellent customer service and attention to detail will speak for itself. And you’ll proactively spot bigger picture issues or trends, knowing how to escalate these in order to improve the service we provide.
You’ll be an ambassador for our investigation pods, proactively working to improve things and helping those around you. You’ll need to be able to build great relationships with other areas across the service and senior colleagues.
Key responsibilities
As a Senior Investigator you will be expected to spend the majority of your time on your own casework, comprised of some of our most challenging cases and delivering to a higher expectation than our more junior Investigators.
You will be;
- Working in a targeted environment as part of a small team
- Investigating complaints about complex banking products and consumer credit
- Managing your own caseload independently, including cases featuring novel and more complicated issues
- Identifying themes and trends in the casework, and escalating these when appropriate to improve our service
- Helping to evolve our approach to new issues where necessary
- Helping to create efficiencies and keep cases on track within your team and casework sector
- Building and maintaining good relationships with other teams and senior colleagues
- Assisting customers who may be vulnerable or need additional support
- Working with your manager to use data and insight to improve team performance, with the potential of wider impact across your casework area
- Working through casework efficiently, to deliver and exceed objectives in accordance with our service levels
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:
Minimum Criteria
- Demonstrable experience of working in banking
- Recent knowledge of the rules, guidance, and regulatory framework within financial services
- Effective decision making with accountability for decisions made.
- Demonstrate the ability to evaluate evidence using sound judgement and empathy
- Have worked in a targeted environment, demonstrating the ability to work under pressure.
- Excellent customer service skills, confident in both written and verbal communication.
- Ability to work at pace, autonomously, under pressure and take ownership for your own workload.
- Strong mentoring and coaching skills
- Experience of working in a customer facing and/or casework role.
Desirable Criteria
We would also like you to have the following skills:
- Relevant qualifications within banking
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 a great package of benefits, including:
- Holiday entitlement of 25 days, with the option to buy or sell extra days
- 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
- 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 do I 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.
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.
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
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 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
.
Financial Ombudsman Service
https://www.financial-ombudsman.org.uk/
London, United Kingdom
Abby Thomas
$100 to $500 million (USD)
1001 to 5000 Employees
Non-profit Organisation
Civic, Welfare & Social Services
2001
