At a Glance
- Tasks: Investigate banking and mortgage complaints, manage caseloads, and communicate findings clearly.
- Company: Join a leading financial services organisation committed to diversity and inclusion.
- Benefits: Generous salary, pension, private medical insurance, and 25 days holiday.
- Other info: Hybrid working model with opportunities for personal and career development.
- Why this job: Make a positive impact in financial services while developing your career.
- Qualifications: Experience in banking or customer service, strong communication and problem-solving skills.
The predicted salary is between 32175 - 32175 € per year.
Position Overview
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! Make a positive difference to financial services.
Contract: Up to 4 years fixed‑term contract
Working hours: Full time (35 hours per week) or Part time (28 hours per week)
Salary: £32,175 pa (full time) or £25,740 pa (part time)
Reporting to: Ombudsman Manager
Start date: 27th July 2026
Location: Cardiff
Hybrid policy: One day per week 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.
Key Responsibilities:
- Investigating complaints about Banking, Mortgages and Savings 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 Banking, Mortgages and Savings 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 Banking, Mortgages and Savings
- Experience in decision making or investigative roles for example, legal, paralegal, casework or claims
Benefits:
- 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
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.
Disability Confident Leader: We’re proud to be a Level 3 Disability Confident Leader. This means that we will put disabled candidates through to the next stage of the recruitment process as long as they meet the minimum criteria for a role. (Exceptions may apply if we have so many applications, we can’t interview all the candidates who qualify under the scheme.) 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, Banking and Mortgages - Cardiff employer: Financial Ombudsman Service
As an Investigator in Banking and Mortgages based in Cardiff, you will join a supportive and inclusive work culture that prioritises employee well-being and professional growth. With a comprehensive benefits package including generous pension schemes, private medical insurance, and opportunities for personal development, our organisation is committed to fostering a diverse workforce that reflects the communities we serve. Enjoy a hybrid working model that allows for flexibility while making a meaningful impact in the financial services sector.
Contact Detail:
Financial Ombudsman Service Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Investigator, Banking and Mortgages - Cardiff
✨Tip Number 1
Network like a pro! Reach out to people in the banking and mortgages sector on LinkedIn or at local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and problem-solving. We recommend role-playing with a friend to get comfortable articulating your thoughts clearly and confidently.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience in handling complaints and making fair decisions. This can really set you apart during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Investigator, Banking and Mortgages - Cardiff
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in Banking, Mortgages, and Savings. We want to see how your skills match the role, so don’t be shy about showcasing your relevant expertise!
Showcase Your Communication Skills:Since clear communication is key for this role, ensure your written application reflects your ability to articulate thoughts clearly. Use straightforward language and structure your responses well – it’ll make a great impression on us!
Demonstrate Problem-Solving Abilities:We’re looking for self-starters with strong problem-solving skills. In your application, share examples of how you’ve tackled challenges in the past, especially in customer service or investigative roles.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at Financial Ombudsman Service
✨Know Your Stuff
Make sure you brush up on your knowledge of banking, mortgages, and savings products. Familiarise yourself with common complaints and the regulations surrounding them. This will help you demonstrate your expertise and show that you're ready to tackle the challenges of the role.
✨Showcase Your People Skills
Since you'll be managing relationships with customers who may be upset, practice your communication skills. Think about how you can listen empathetically and respond clearly. Prepare examples from your past experiences where you've successfully handled difficult conversations.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've had to weigh up different sides of a story and make fair decisions. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical thinking.
✨Prepare for Written Communication
Since clear written communication is key in this role, practice writing concise and structured responses. You might even want to draft a sample response to a hypothetical complaint to showcase your ability to articulate your thoughts effectively during the interview.
