Financial Ombudsman Investigator

3 days ago


Edinburgh, Edinburgh, United Kingdom Financial Ombudsman Full time

The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. We help resolve disputes between consumers, or small businesses, and their financial service providers.

We're seeking a skilled Investigator (Hybrid) to join our team. As part of this role, you will investigate complaints about Insurance products, manage your caseload effectively to reach targets, and communicate with empathy – listening carefully to both sides, asking the right questions and using sound judgement.

This is a fixed-term contract up to 4 years, with full-time (35 hours pw) and part-time (28 hours pw) options available. Our hybrid policy sees us all working one day per week in the office. You'll need to spend your first week in our London office as part of your induction.

This is an exciting opportunity for a self-starter who can prioritise tasks and work well independently. Key responsibilities include:

  1. Investigating complaints about Insurance products
  2. Managing your caseload effectively to reach targets
  3. Managing relationships with our customers – both consumers and financial businesses
  4. Examining evidence to get to the heart of each complaint
  5. Weighing up all sides of a story and assessing the relevant rules and regulations to make fair and reasonable decisions
  6. Communicating your findings clearly, explaining what you think and why through a clear and structured written response

To be successful in this role, you'll need experience making fair and balanced decisions, where you must articulate your thinking clearly. Excellent communication skills, including a talent for listening and explaining things in clear language, are also essential. Additionally, you'll require experience providing excellent customer service with people who may be angry or upset.

You'll have access to a competitive salary of around £50,000-£60,000, depending on your experience. Other benefits include a generous pension, life assurance, critical illness cover, income protection, personal accident cover, private medical insurance, virtual GP, and much more.



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