Investigator - Friargate

Are you able to provide fair answers to complex problems?

Investigator 

Contract: permanent
Salary: £28,900 plus excellent benefits
Location: Friargate, Coventry   

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 potential to work from home 1-2 days a week.

As an inclusive employer, we are open to considering flexible working arrangements. Please contact our Resourcing Partner if you wish to apply for this role on a flexible basis.

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. 

In the role, you’ll investigate complaints about financial products and services. Working in a targeted environment as part of a small team supported by an ombudsman manager, you’ll be accountable for investigating things thoroughly and getting to the heart of our customers’ complaints.   

You’ll spend some time in our academy developing the skills that’ll help you to find answers that are fair and feel fair. You will then continue your learning as you move into your team.

Building on your existing experience, you’ll learn to listen carefully to both sides, ask the right questions and use sound judgement – as well as drawing on the expertise and knowledge of those around you.   

You’ll need to build trust, manage expectations and explain what you think, and why – both in writing and over the phone. You’ll thrive in an environment where no two days are the same.   

If you would like to find out more, then why not take a look at a day in the life of an investigator

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities as described in the job profile. You’ll also need to meet the following minimum criteria:
  • Experience of 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 and demonstrate the ability to work under pressure.
  •  Excellent customer service skills- confident with both written and verbal communication.
  •  Work autonomously and take ownership for your own workload.
Desirable Criteria
  • We welcome people with all sorts of work experience. We’re especially looking for candidates with any of the following:
  • Knowledge of financial products
  • Experience in decision making or analytical roles (for example, legal / paralegal/casework/ claims)
How do I apply?

Please upload a copy of your most up to date CV, along with a supporting statement (no more than 700 words) answering the two following questions:

  • Tell us about a time where you had to make a complex decision on a subject you weren’t familiar with – explain how you used good judgement and fairness to ensure the decision was clear
  •  Tell us about a time where you have worked at pace, managed your own time and adapted to changing priorities
Applications need to be submitted by 11.59pm on Monday 17th May. Successful candidates will be invited to complete an online psychometric test.

Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

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 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 gender, marital status, race, religion, colour, age, disability or sexual orientation.  

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. 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.

 The next stage of the process will be: online psychometric test.

Vacancy Description
Are you able to provide fair answers to complex problems?
 
Investigator 

Contract: permanent
Salary: £28,900 plus excellent benefits
Location: Friargate, Coventry   

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 potential to work from home 1-2 days a week.

As an inclusive employer, we are open to considering flexible working arrangements. Please contact our Resourcing Partner if you wish to apply for this role on a flexible basis.

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. 

In the role, you’ll investigate complaints about financial products and services. Working in a targeted environment as part of a small team supported by an ombudsman manager, you’ll be accountable for investigating things thoroughly and getting to the heart of our customers’ complaints.   

You’ll spend some time in our academy developing the skills that’ll help you to find answers that are fair and feel fair. You will then continue your learning as you move into your team.

Building on your existing experience, you’ll learn to listen carefully to both sides, ask the right questions and use sound judgement – as well as drawing on the expertise and knowledge of those around you.   

You’ll need to build trust, manage expectations and explain what you think, and why – both in writing and over the phone. You’ll thrive in an environment where no two days are the same.   

If you would like to find out more, then why not take a look at a day in the life of an investigator

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities as described in the job profile. You’ll also need to meet the following minimum criteria:
  • Experience of 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 and demonstrate the ability to work under pressure.
  •  Excellent customer service skills- confident with both written and verbal communication.
  •  Work autonomously and take ownership for your own workload.
Desirable Criteria
  • We welcome people with all sorts of work experience. We’re especially looking for candidates with any of the following:
  • Knowledge of financial products
  • Experience in decision making or analytical roles (for example, legal / paralegal/casework/ claims)
How do I apply?

Please upload a copy of your most up to date CV, along with a supporting statement (no more than 700 words) answering the two following questions:

  • Tell us about a time where you had to make a complex decision on a subject you weren’t familiar with – explain how you used good judgement and fairness to ensure the decision was clear
  •  Tell us about a time where you have worked at pace, managed your own time and adapted to changing priorities
Applications need to be submitted by 11.59pm on Monday 17th May. Successful candidates will be invited to complete an online psychometric test.

Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

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 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 gender, marital status, race, religion, colour, age, disability or sexual orientation.  

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. 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.

 The next stage of the process will be: online psychometric test.