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Senior Investigator

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;

Minimum Criteria

Desirable Criteria

We would also like you to have the following skills:

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:

Find out more about on our website, where we also have a dedicated . You may also find it useful to check and .

How do I apply?

Go to the

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 on our website where you can also .