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Policy and communications manager
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Are you an experienced communication manager who has a passion for excellent communication and an interest in public policy? Do you enjoy helping provide clarity by translating complex and nuanced messages into plain English?

Job title - Policy and communications manager

Contract: permanent – full time

Salary: £51,000 to £55,000

London docklands   - currently our entire team is working remotely, but when we return to the office, we will be looking at how we can work flexibly including homeworking.

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.

The role is in our stakeholder team which provides a bridge between the ombudsman service and the outside world – and where you will focus on helping us manage our external relationships. You will be part of a team managing our strategic engagement with businesses, trade associations and consumer groups building relationships. You will ensure we share our insight and listen to our stakeholders – to help prevent complaints and promote fairness in financial services.

You will help us regularly monitor the external landscape to prioritise and inform our external engagement plans as well as inform when and how we brief senior colleagues. You will also build strategic relationships with the industry, consumer groups and trade bodies – so we can share the valuable insight we have as an organisation and so we can continue to build confidence in our service more widely.

As well as building your own relationships with key stakeholders, a significant part of the role includes working with our head of external relations and other senior colleagues to provide briefings for our Chief Executive & Chief Ombudsman and wider executive team, in order to support them with their strategic external engagement. There may be the requirement to line manage one or more direct reports – and you will be expected to proactively coach and mentor less experience members in your team (including those that you don’t have direct line management responsibility for).

You will be able to demonstrate experience in preparing high calibre written briefs for senior colleagues, as well as successfully managing communication and engagement projects – where you will be able to demonstrate excellent planning and organisation skills. You will have outstanding communication skills (both written and verbal) - and you will have had experience in translating complex information in to digestible content at pace. You will be someone who is interested in public policy and you will have had experience of working for (or working closely with) some of our key stakeholders.  

To be considered for this role, you’ll need to show us that you’ve got the experience as described in the job profile. You’ll also need to meet the following minimum criteria:

Minimum Criteria 

We will expect you to be able to demonstrate the following experience and skills:
  • excellent communication skills (verbal and written) – including proven experience in translating complex information into plain English. You will be able to demonstrate you can do so at pace and to a high standard and with limited supervision or input
  • experience writing insightful briefings on complex subjects or issues for senior colleagues, including where you are not familiar with the subject matter and you have needed to work with colleagues to deliver this 
  • successfully managed communication and engagement projects – with a range of external stakeholders.  You will be able to demonstrate how you used your excellent planning and organisation skills to deliver this
  • experience of successfully coaching and mentoring
  • experience of working with or for one of our key external stakeholders (for example, trade bodies, consumer groups or parliamentarians) and an understanding of the financial services sector and experience
  • proven line management experience, including direct responsibility for performance, setting objectives and the development and wellbeing of direct report/s
How do I apply? 

To apply, please send us your CV and a covering letter telling us, in no more than 500 words, why you think you’re the right person for the role. 

Applications need to be submitted by 11:59pm on Sunday 8th August 2021.  

Shortlisted candidates will be asked to interview which will include a short verbal presentation lasting no more than 15 minutes (including questions) where we will ask you to present your thoughts and ideas on a relevant subject.  You will be given details of this before the interview and a few days to prepare.  We will also ask you to complete a written exercise where we will ask you to prepare a short brief under timed conditions on a topic which we’ll let you know about.  Interviews will take place week commencing 9th August 2021.

What can I expect?  

Successful candidates will enjoy the opportunity to develop their careers in a diverse organisation which offers a generous pension, private healthcare, free onsite gym and wellness initiatives. It also includes access to an extensive range of flexible benefits including dental and travel insurance.  

Who we are…  

With fairness at the heart of everything we do, we embrace difference and treat everyone as equals. We’re a diverse organisation, but something we all share is our values. They’re central to the way we work – and work together.  

We’re an independent, not-for-profit organisation that sorts out disputes between financial businesses and their customers. We do this by making decisions that are fair – and feel fair to both sides.  

The Financial Ombudsman Service is an equal opportunities employer. All applicants will be treated in a fair and equal manner and in accordance with the law, regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity.

We’re committed to being a great place to work – we welcome applications from people with 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. You can read more about this here.

Minimum Criteria  

We are proud to be a Disability Confident Employer. This means that we will put disabled candidates entering under the scheme through to the next stage of the 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. Do let us know of any reasonable adjustments you need.    










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