At a Glance
- Tasks: Investigate financial complaints and make fair decisions that impact people's lives.
- Company: Join the Financial Ombudsman Service, a vital player in UK financial services.
- Benefits: Enjoy a competitive salary, generous benefits, and opportunities for personal development.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real difference in people's financial lives while growing your career.
- Qualifications: Experience in customer service or investigative roles is a plus.
The predicted salary is between 25704 - 31416 £ per year.
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!
Investigator, Pensions, Investments and Insurance – Belfast
Make a positive difference to financial services
Contract: Permanent
All applicants must live and work in Northern Ireland.
Working hours: full time (35 hours pw) and part time (28 hours pw)
Salary: £32,577 pa (full time), £26,061.60 pa (part time)
Reporting to: Ombudsman Manager
Start date: 30th November 2026
Our current hybrid policy requires four days per fortnight in the office.
As part of your induction, you’ll need to spend your first week in our London office. We will cover your expenses for your time in London.
About us
The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers. The complaints we deal with vary. A customer might be having trouble with their bank account, struggling with payday loans, think an insurance pay out isn’t fair, or be worried about their mortgage. If we believe a customer hasn’t been treated fairly, we’ll ask the business to put things right. If we think the business isn’t at fault, we’ll explain why. The decisions we make have a huge impact: they can be life-changing for individuals, and they provide insights which are useful for financial businesses.
By joining us as an Investigator, you’ll play a key role in pensions, investments and insurance products. Each case and each customer are different. No two days are ever the same and sometimes the work is demanding, but it’s a job that makes a real difference and you’ll be rewarded with generous benefits as well as job satisfaction.
Key responsibilities
- Investigating complaints about pensions, investments and insurance products
- Managing your caseload effectively to reach targets
- Managing relationships with our customers – both consumers and financial businesses
- Examining evidence to get to the heart of each complaint
- Weighing up all sides of a story and assessing the relevant rules and regulations to make fair and reasonable decisions
- Communicating with empathy – listening carefully to both sides, asking the right questions and using sound judgement
- Communicating your findings clearly, explaining what you think and why through a clear and structured written response
Person specification
You’ll be a self-starter who can prioritise tasks and work well independently. You’ll have great people skills and an analytical, problem-solving mind. You may have experience in customer services, sales or retail, in a legal/paralegal role, or have worked in casework, claims or investigative work for another public agency.
Essential Criteria
- Demonstrable experience working in pensions, investments and insurance related products
- Expertise 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 as well as good written English
- Experience providing excellent customer service with people who may be angry or upset
- Problem solving and finding constructive solutions
- Strong administrative skills and the ability to prioritise your workload
- History of working to meet targets or service level agreements
Desirable Criteria
- Knowledge of financial products
- Relevant qualifications within pensions, investments and insurance
- Experience in decision making or investigative roles for example, legal, paralegal, casework or claims
Why the Financial Ombudsman Service?
We’re a UK-wide service, with strong values and a diverse workforce, where you can be your authentic self. We’re committed to being a great place to work and to recruiting people from all backgrounds. So, as well as a competitive salary, we offer a great package of benefits, including:
- Core benefits including generous pension, life assurance, critical illness cover, income protection, personal accident cover, private medical insurance, virtual GP
- Optional benefits including travel insurance, technology scheme, cycle to work scheme, dining and lifestyle memberships, dental cover
- Holiday entitlement of 25 days, with the option to buy or sell extra days (full time equivalent)
- Discounts on your everyday shopping, from groceries and petrol to household goods and gift vouchers
- An Employee Assistance Program offering professional support with legal, health and money issues
- Opportunities for personal and career development
Find out more about our work culture on our website, where we also have a dedicated careers page. You may also find it useful to check our LinkedIn page and Instagram.
How to apply
Go to the website and upload your CV, which should highlight relevant skills and experience and explain any gaps in your working life. Use the supporting statement box to demonstrate how you meet the minimum criteria. As part of our investigator recruitment process, applicants who demonstrate the required experience and background through their CV and application will be invited to complete our online assessments. We use the relevant assessment results, together with the information provided in the application, to determine whether candidates meet the minimum criteria for interview. The next stage of the process is interview. Reasonable adjustments are available throughout the recruitment process.
Please bear in mind that we may close the application window for this role earlier than the date specified if there’s a large number of applications.
Authenticity of applications
We value authentic, personal applications. If we determine that your CV or supporting statement was generated using AI tools, your application may be withdrawn from consideration.
Talent Pool
Please note that positions are limited and will be filled on the highest scores at interview. Once all vacancies have been allocated; qualifying candidates may be placed in a Talent Pool for future opportunities should they choose to be put on this list. Being part of the Talent Pool does not guarantee a position but ensures you will be considered should further openings arise.
Proud to be an inclusive employer
Reflecting the communities we serve helps us provide the best service to our customers. Diversity and inclusion are fundamental to our success, so we welcome applications from women and other under-represented groups. As part of our commitment to the Race at Work Charter, we welcome applications from Black, Asian and other ethnic minority candidates. We are proud to be a Disability Confident Leader and, under the scheme, will progress a fair and proportionate number of disabled applicants who meet the minimum criteria to interview. Interviews may be conducted via video, telephone, or a panel interview, with some vacancies requiring an online assessment to measure the minimum criteria.
If you’d like to speak to us about any reasonable adjustments you need, please email Recruitment@financial-ombudsman.org.uk and let us know your preferred method of contact. You can find out more about our Diversity and inclusion strategy and plans on our website where you can also read our 2022 Diversity, Inclusion and Wellbeing report.
Investigator in Belfast employer: Financial Ombudsman Service
The Financial Ombudsman Service is an exceptional employer, offering a supportive and inclusive work culture in Manchester, where you can make a meaningful impact on the lives of consumers facing financial disputes. With a strong commitment to employee development, generous benefits including a competitive salary, comprehensive health coverage, and opportunities for personal growth, you'll find a rewarding career path that values your contributions and promotes work-life balance through flexible working arrangements. Join us and be part of a diverse team dedicated to fairness and integrity in financial services.
Contact Details:
Financial Ombudsman Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Investigator in Belfast
✨Tip Number 1: Tap Into Professional Networks
The finance world loves a good connection, so jump into industry-specific groups on platforms like LinkedIn where you can find discussions on financial controlling. Engaging in these communities can expose you to hidden job leads that aren't openly advertised!
✨Tip Number 2: Attend Finance Events and Conferences
Make it a mission to attend finance-related events and conferences, even virtual ones! This is a golden opportunity to network face-to-face with people from companies like Financial Ombudsman Service. You never know who might be your next boss or a crucial contact!
✨Tip Number 3: Showcase Your Expertise
Consider writing articles or sharing insights related to financial controlling or industry trends. Publish these on platforms like LinkedIn to establish yourself as a knowledgeable player in the field. This not only increases your visibility but also catches the attention of recruiters from Financial Ombudsman Service.
✨Tip Number 4: Apply Directly on Company Websites
Since you're going for a full-time gig, don't forget to keep an eye on the careers page of companies you're interested in, like Financial Ombudsman Service. Many companies prefer candidates who apply through their website as it shows genuine interest and makes your application stand out!
We think you need these skills to ace Investigator in Belfast
Some tips for your application 🫡
Show Off Your Numbers Game:In financial controlling, detail is everything! Make sure your CV showcases your proficiency with numbers—highlight any relevant experience in budgeting, forecasting, or working with financial software. Quantifying your past achievements will make you stand out, so don’t be shy about flaunting those impressive percentages or cost savings you've implemented.
Tailored Cover Letter is Key:Your cover letter is a chance to shine, especially for a full-time role. Use it to express your genuine interest in Financial Ombudsman Service and the specific impact you hope to make in financial controlling. Mention any relevant qualifications or experiences that align with the company’s goals, and don’t forget to show that you're ready for a long-term commitment!
Certifications Matter:List relevant certifications such as ACCA or CIMA on your CV. These qualifications not only showcase your dedication to the field but also your technical competence in financial principles. If you have any ongoing training or courses, make sure to mention those as well to demonstrate your commitment to continual learning in financial controlling.
Don’t Overlook Soft Skills:While numbers are crucial, so are those soft skills! Financial controllers need strong communication and analytical reasoning abilities. We recommend embedding examples of these skills in your CV and cover letter, like how you’ve successfully delivered financial reports to stakeholders or collaborated with teams to improve processes. Let’s show Financial Ombudsman Service how you can be a team player!
How to prepare for a job interview at Financial Ombudsman Service
✨Brush Up on Technical Skills
Make sure you're comfortable with key financial concepts, especially around forecasting, budgeting, and variance analysis. Sometimes, interviewers may throw in technical questions or case studies, so practicing these types of scenarios will help you shine!
✨Showcase Your Financial Acumen
If you've had experience with specific financial software like SAP or Oracle, make it known! Be ready to discuss how you used these tools to improve processes or reporting, as this hands-on knowledge can really set you apart in a full-time role with Financial Ombudsman Service.
✨Know Your Numbers
In full-time interviews, especially in financial controlling, be prepared for numerical reasoning tests or questions. Brush up on your mental maths and understand how to interpret and analyse financial statements on the spot, as this may come up during the assessment.
✨Connect with Company Goals
Familiarise yourself with Financial Ombudsman Service's financial objectives and any recent developments. During the interview, try to weave your understanding of their business model and challenges into your answers—this shows your genuine interest and alignment with their goals!
