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Accessibility Adviser
2 weeks ago
Looking for a new challenge?
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply
The Financial Ombudsman Service is a free and easy to use independent organisation that plays a vital role in UK Financial Services. Every year we help resolve thousands of disputes between consumers or small businesses and their financial service providers.
**_Working hours: _**_35 hours per week _
**_Salary: _**_circa 34k depending on experience _
**_Contract: _**_12 month FTC _
**_Start date: tbc _**
**_Location _**_: London, Docklands _
- Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. _
As an Accessibility Adviser. you'll be able to see the bigger picture of the work we do, and the wide range of support you'll provide to casework colleagues and leaders will contribute to the support we give to our people and consumers alike. This will help us to deliver our service - ensuring we have no customers being treated unfairly. You'll build excellent working relationships with people across the organisation, working collaboratively so our service is accessible to all.
You'll support casework colleagues by listening carefully, asking thoughtful questions, thinking pragmatically and communicating effectively over the phone and in face to face case discussions. You'll quickly understand and get to the heart of the problems people bring to accessibility - delivering fair answers and guidance. You'll also challenge things that don't feel fair in regards to the treatment of our customers, put things right and support initiatives to improve the service.
**Key responsibilities for the Accessibility Adviser**:
- advising our colleagues across the service on ways to work differently with vulnerable and/or disabled people who have asked for reasonable adjustments or who need help with bringing their complaint to us
- sharing a working knowledge of the Equality Act 2010 and what this means practically for the people who use our service
- ensuring that our customer facing colleagues continue to listen to consumers and spot the signs of vulnerability through staff engagement, case discussions and clinics
- making decisions on whether we have met our responsibility under the Equality Act during case discussions; using influencing skills to discuss and persuade colleagues at all levels that an outcome may not be the right one or that we or the business could have done more for the consumer
- providing advice to colleagues on the support available to people who need us to work differently regardless of disability or vulnerability
- gathering key information to help identify knowledge gaps relating to disability and vulnerability across the service and providing tailored training to help improve the service and accessibility for people who need us to work differently
- working closely with stakeholders and operational contact colleagues, to understand and share the journey that our customers go on with us - looking for chances to make our customers' experiences even better and more accessible
- To be considered for this role, you'll need to show us that you've got the right skills and motivation. _
**Minimum criteria**:
- demonstrating a working knowledge of the Equality Act 2010 and what it means for the consumers who use our service
- the ability to influence and build respect from people at all levels, understanding different perspectives and reaching consensus where possible
- being great at sorting out problems and thinking outside the box when customers request reasonable adjustments by using a common sense approach - making a clear contribution to improving the service we provide to everyone
- communicating effectively in a straight forward and approachable way with people at all levels, including senior stakeholders and customers, both in writing and verbally
**Desirable Criteria**:
- the ability to provide and deliver training and share knowledge
- an understanding of our approach to service complaints related to reasonable adjustments
- demonstrating the ability to spot signs of vulnerability/disability without having disclosure
**_Why the Financial Ombudsman Service? _**
- Here's a list of some of the many amazing benefits and perks you can get for working with us:
- 25 days holiday entitlement plus bank holidays, with the option to buy extra or sell days
- Generous non-contributory pension - we pay an equivalent amount of up to 12% of your salary into your 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 and Cycle to work scheme
- Employee Assistance Programme
- Opportunities for career development
- Fully equipped on-site gym open 24 / 7 (London office only)
- Beautiful and bright London office looking over the Thames and near to mainline stations
- Our Coventr
