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- Tasks: Investigate insurance complaints and make fair decisions on disputes.
- Company: Join the Financial Ombudsman Service, a leader in resolving financial disputes.
- Benefits: Enjoy a competitive day rate, remote work, and comprehensive training.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience in resolving complaints and knowledge of the insurance market is essential.
- Other info: This is a 12-month remote assignment starting on 20th October 2025.
The predicted salary is between 42000 - 52000 £ per year.
Join to apply for the Insurance Complaints Investigator role at Financial Ombudsman Service
Join to apply for the Insurance Complaints Investigator role at Financial Ombudsman Service
Direct message the job poster from Financial Ombudsman Service
We are currently recruiting for Contingent Investigators – Insurance. This assignment will be home-based for the duration of the assignment – which is 12 months – and must be carried out from the UK – for the purposes of the assignment, the UK is defined as England, Scotland, Wales and Northern Ireland. It will pay a starting rate of £210 per day (Umbrella) – increasing to £260 after accreditation – to join our client, the Financial Ombudsman Service, the organisation that settles individual disputes between financial businesses and their customers.
As the assignment is performed from home, you will need to provide your own equipment, such as laptop etc and have a reliable internet connection and appropriate environment for carrying out the assignment.
The assignment will require you to investigate both sides of a dispute and then make a fair and reasonable decision on the outcome. You’ll begin your assignment by joining our internal training programme, conducted remotely, to ensure we are setting you up for success.
The ideal candidate for this assignment will –
- have experience of resolving complaints/disputes and being the decision maker
- have knowledge of the general insurance market, particularly motor insurance or buildings insurance
- have excellent problem solving and decision-making skills, with outstanding attention to detail
- have a focus on quality, customer service and doing the right thing
- have great written communication skills. You’ll need to provide a persuasive, accurate and credible account of the complaint outcomes you reach
- and you’ll need excellent verbal communication skills. You’ll need to be able to handle customer enquiries on the telephone, building rapport and remaining composed under pressure
- have experience managing conflicting deadlines with great time management skills
This role will specialise in Insurance, meaning we are seeking industry specialists in this area. For example, candidates who have worked with complaints directly for an insurance organisation or within a financial organisation.
We are seeking candidates with experience in some or all of the below:
- Motor insurance
- Home and building insurance
- Extended warranties
- Insurance pricing and renewals
- Legal expenses insurance
- Marine insurance
- Misrepresentation and non-disclosure
- Medical insurance
- Mobile phone and gadget insurance
- Travel insurance
- Wedding insurance
We are not considering Payment Protection Insurance (PPI).
In return you will be rewarded with a generous day rate – with in-depth training and support. Your knowledge will grow quickly, and this is a genuine opportunity to work with an exceptional company.
We are looking for candidates available to start on 20th October 2025 and the initial tenure for the assignment is 12 months. This full-time Contingent Investigator assignment is deemed to be inside IR35.
For this role, you will go through a multi-stage recruitment process before receiving an offer. This includes an online psychometric testing, telephone interview with Reed, and a competency-based interview with the Service.
Should you have the experience we have detailed in this advertisement, please apply with an updated version of your CV. We are looking for product details within your CV, so be sure to include the complaint types you’ve managed.
- Location – fully remote (must be working in the UK)
- Duration – 12 months temporary assignment
- Equipment – must use your own equipment
We are looking forward to reviewing your application.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Contract
Job function
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Job function
Finance
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Insurance Complaints Investigator employer: Financial Ombudsman Service
Contact Detail:
Financial Ombudsman Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Insurance Complaints Investigator
✨Tip Number 1
Familiarise yourself with the specific types of insurance mentioned in the job description, such as motor and home insurance. This knowledge will not only help you during interviews but also demonstrate your expertise in the field.
✨Tip Number 2
Prepare for the multi-stage recruitment process by practising psychometric tests and competency-based interview questions. Understanding what these entail will give you a significant advantage and help you feel more confident.
✨Tip Number 3
Highlight your experience in resolving complaints and disputes in your conversations with recruiters. Be ready to share specific examples that showcase your decision-making skills and attention to detail.
✨Tip Number 4
Since this role is remote, ensure you have a suitable workspace set up at home. Mentioning your reliable internet connection and a quiet environment during discussions can reassure employers of your readiness for the role.
We think you need these skills to ace Insurance Complaints Investigator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in resolving complaints and disputes, particularly in the insurance sector. Include specific complaint types you've managed, such as motor or home insurance, to demonstrate your expertise.
Craft a Strong Cover Letter: Write a compelling cover letter that outlines your problem-solving skills and attention to detail. Emphasise your commitment to quality customer service and your ability to make fair decisions based on the information provided.
Highlight Relevant Experience: In your application, clearly mention any previous roles where you handled insurance complaints or worked within financial organisations. This will show that you have the necessary background for the role.
Prepare for Interviews: Since the recruitment process includes psychometric testing and competency-based interviews, practice common interview questions related to decision-making and conflict resolution in the insurance field. Be ready to provide examples from your past experiences.
How to prepare for a job interview at Financial Ombudsman Service
✨Showcase Your Complaint Resolution Experience
Make sure to highlight your previous experience in resolving complaints and disputes. Be prepared to discuss specific cases where you made decisions and how you approached the resolution process.
✨Demonstrate Industry Knowledge
Familiarise yourself with the general insurance market, especially motor and buildings insurance. Be ready to discuss current trends or issues in the industry that may relate to the role.
✨Prepare for Competency-Based Questions
Expect questions that assess your problem-solving and decision-making skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Communicate Clearly and Confidently
Since the role requires excellent written and verbal communication skills, practice articulating your thoughts clearly. Consider doing mock interviews to build confidence in your delivery.
