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- 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.
- 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.
- Other info: Flexible working options and a commitment to diversity and inclusion.
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
Contact Detail:
Financial Ombudsman Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Investigator (Banking) - Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at the Financial Ombudsman Service. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to banking and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to listen carefully and respond thoughtfully. Demonstrating empathy and clarity will set you apart as a candidate who truly understands the role of an Investigator.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, keep an eye on our recruitment network for any upcoming opportunities that might suit you perfectly.
We think you need these skills to ace Investigator (Banking) - Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Investigator role. Highlight relevant experience in banking and customer service, and don’t forget to explain any gaps in your work history. We want to see how your skills match what we’re looking for!
Craft a Strong Supporting Statement: Use the supporting statement box wisely! This is your chance to show us how you meet the minimum criteria. Be specific about your experiences and how they relate to the responsibilities of the role. We love clear and structured responses!
Be Authentic: We value authenticity in applications. Avoid using AI tools to generate your CV or statement, as this could lead to your application being withdrawn. Show us your true self and let your personality shine through!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, keep an eye on the application window – it might close early if we get a lot of interest!
How to prepare for a job interview at Financial Ombudsman Service
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of banking products and the financial services sector. Familiarise yourself with common complaints and how they are resolved. This will help you demonstrate your expertise and show that you're genuinely interested in the role.
✨Showcase Your People Skills
As an Investigator, you'll need to communicate effectively with both consumers and financial businesses. Prepare examples of how you've handled difficult conversations or resolved conflicts in the past. This will highlight your ability to listen empathetically and articulate your thoughts clearly.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've had to analyse a situation and come up with a fair solution. Be ready to discuss your thought process during these situations, as this will showcase your analytical skills and decision-making capabilities, which are crucial for the role.
✨Practice Clear Communication
Since you'll be required to write structured responses, practice explaining complex ideas in simple terms. You might even want to prepare a mock case study to discuss during the interview, demonstrating how you would approach a complaint and communicate your findings effectively.