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- Tasks: Investigate consumer complaints and make fair decisions in financial services.
- Company: Join the Financial Ombudsman Service, a vital not-for-profit organisation.
- Benefits: Enjoy a competitive salary, generous benefits, and opportunities for personal development.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in customer service or investigative roles is a plus.
- Other info: Hybrid working model with a supportive and diverse team culture.
The predicted salary is between 32175 - 32175 £ 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!
Make a positive difference to financial services.
Contract: Permanent
Working hours: full time (35 hours pw) and part time (28 hours pw)
Salary: £32,175 pa (full time), £25,740 pa (part time)
Reporting to: Ombudsman Manager
Start date: 15th June 2026
Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. Join our ‘Becoming an Investigator’ recruitment network and be one of the first to hear about upcoming opportunities in your area.
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 Consumer Credit 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 Consumer Credit 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 Consumer Credit 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 Consumer Credit
- 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. If you get through the initial screening round successfully, we’ll invite you to an online assessment.
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’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 (Coventry) employer: Financial Ombudsman Service
Contact Detail:
Financial Ombudsman Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Investigator (Coventry)
✨Tip Number 1
Network like a pro! Connect with people in the industry, especially those already working at the Financial Ombudsman Service. Attend events or join online forums to get your name out there and learn more about what they’re looking for.
✨Tip Number 2
Prepare for the interview by practising common questions related to Consumer Credit products. Think about how you can showcase your problem-solving skills and ability to communicate effectively, as these are key in the Investigator role.
✨Tip Number 3
Don’t just apply and wait! Follow up on your application through our website. A quick email expressing your enthusiasm can make a big difference and show that you’re genuinely interested in the position.
✨Tip Number 4
Be yourself during the interview process. The Financial Ombudsman Service values authenticity, so let your personality shine through. Share your experiences and how they relate to the role, and don’t be afraid to show your passion for making a difference!
We think you need these skills to ace Investigator (Coventry)
Some tips for your application 🫡
Show Off Your Skills: When you upload your CV, make sure to highlight all the relevant skills and experiences that relate to the Investigator role. We want to see how your background fits with what we do, so don’t hold back!
Be Personal and Authentic: We love genuine applications! Use the supporting statement box to share your story and explain how you meet the minimum criteria. Avoid using AI tools for this part; we value your unique voice.
Mind the Gaps: If there are any gaps in your work history, be upfront about them in your CV. We appreciate honesty and it helps us understand your journey better.
Apply Early!: Don’t wait until the last minute to apply. We might close the application window early if we get a lot of interest. Head over to our website and get your application in as soon as you can!
How to prepare for a job interview at Financial Ombudsman Service
✨Know Your Stuff
Before the interview, make sure you understand the role of an Investigator and the types of complaints you'll be handling. Familiarise yourself with Consumer Credit products and the relevant regulations. This will help you articulate your thoughts clearly during the interview.
✨Showcase Your People Skills
Since you'll be dealing with customers who may be upset or angry, it's crucial to demonstrate your excellent communication skills. Prepare examples of how you've successfully managed difficult conversations in the past, showing empathy and understanding.
✨Be Ready to Problem-Solve
Expect questions that assess your problem-solving abilities. Think of scenarios where you've had to weigh different sides of a story and come to a fair conclusion. Practising these examples will help you respond confidently.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or what success looks like in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.