Description : Investigator (Remote). Company : Financial Ombudsman Service. Location : +2 locationsRemote
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Investigator (Remote)
Do you want to work in a fast-paced role where you have the autonomy to do what’s right for consumers and the financial services industry across the UK?
Contract: 18 months Fixed Term Contract
Working hours: Full time (35 hours pw) and Part time (28 hours pw)
Salary: £30,000pa (Full Time), £24,000pa (Part Time)
Reporting to: Ombudsman Manager
Remote Working with occasional travel (every 8 weeks) to a central Manchester location. As part of your induction, you’ll be required to spend your first week in our London office (expenses for your time in London will be covered).
Start Date: 10th July 2023
Every year at the Financial Ombudsman Service we resolve thousands of disputes between consumers or small businesses and their financial services providers.
You’ll investigate complaints about financial products and services. Working in a targeted environment, supported by an Ombudsman Manager, you’ll be accountable for investigating things thoroughly and getting to the heart of our customers’ complaints.
You’ll be someone who is confident in making decisions on a range of complex and difficult issues – and delivering these to our consumers. You’ll have the autonomy to manage a caseload – so you’ll need strong administrative skills.
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.
You’ll enjoy helping to put things right where people have not been treated fairly and feel a sense of contribution in making a difference across the wider financial services landscape.
Key responsibilities
- You’ll manage a caseload of complaints – you’ll need to be organised, looking ahead to prioritise your workload and to deliver answers to consumers as quickly as possible
- Deliver exceptional customer service and explain things clearly, in writing and over the phone
- Show understanding of complex financial services complaints and thinking critically about what’s happened - to let people know where they stand
- Contribute to a culture of continuous improvement, we’ll want you to identify trends and where things can be improved
- Live our values, and meeting individuals’ communication and accessibility needs
- Experience making fair and balanced decisions, where you must articulate your thinking
- Strong administrative skills and having autonomy to prioritise your workload
- Experience providing excellent customer service with people who may be angry or upset
- Evidence of clear and confident written and verbal communication skills
- Having worked to meet targets or service level agreements
- Knowledge of financial products
- Experience in decision making or analytical roles (for example, legal / paralegal/casework/claims)
- 25 days holiday entitlement, with the option to buy extra or sell days
- Generous pension
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
- Employee Assistance Programme
- Extensive opportunities for personal and career development
- Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
- LinkedIn: Financial Ombudsman Service
- Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us