At a Glance
- Tasks: Investigate banking 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: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Make a real difference in financial services while developing your skills in a supportive environment.
- Qualifications: Experience in banking products and strong communication skills are essential.
The predicted salary is between 27000 - 36000 £ 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: up to 4 years fixed-term contract
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: 11th May 2026
Our current hybrid policy requires one day per week in the office.
As part of your induction, you will 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 Banking, Mortgages and Savings 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 banking 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 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
- 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. 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
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 (Banking) - Manchester employer: Financial Ombudsman Service
The Financial Ombudsman Service is an exceptional employer, offering a supportive and inclusive work culture that values diversity and personal authenticity. With generous benefits including a robust pension scheme, private medical insurance, and opportunities for professional development, employees can thrive both personally and professionally in Manchester. The role of Investigator not only provides meaningful work that impacts the financial services sector but also allows for flexible working arrangements, ensuring a healthy work-life balance.
Contact Details:
Financial Ombudsman Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Investigator (Banking) - Manchester
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Financial Ombudsman Service. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Investigator (Banking) - Manchester
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Financial Ombudsman Service.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Financial Ombudsman Service's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Financial Ombudsman Service
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Financial Ombudsman Service.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Financial Ombudsman Service will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Financial Ombudsman Service employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
