Ombudsman Manager

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Ombudsman Manager

As an ombudsman manager you will lead a team, and you will make final decisions on some of our most complex cases.

Contract: Permanent

Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.

Salary: £61,646pa plus flexible benefits package

Reporting to: Ombudsman Leader

Locations: Edinburgh for Consumer Credit, Investment, Pensions or Insurance cases and Manchester for Fraud and Scams and General Banking cases. You may have to occasionally travel to our other office locations. Please let us know in your application (within the supporting statement box), which product/ office location you would like to be considered for.

As part of your induction, you’ll need to spend your first week in our London office, we’ll cover the expenses for that

Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

Join our ‘Becoming a Casework Leader’ Community and be one of the first to hear about upcoming opportunities and other insights: Join Here

The Financial Ombudsman Service is committed to making a difference to people’s lives and increasing confidence in the financial services industry. We make independent decisions on a range of complex and difficult disputes. And every year we resolve thousands of complaints between consumers or small businesses and their financial service providers.

By joining us as an Ombudsman Manager you’ll play a key role in this work.

The role

As an Ombudsman Manager you’ll focus on either:

Producing fair, reasonable and impartial decisions at pace.

The answers you give will be clear, well-explained and both parties will feel listened to. You’ll also look for opportunities to resolve complaints informally where that’s the right thing to do for an individual complaint, communicating with the parties in the most appropriate way.

or

Producing a small number of decisions and spending most of your time managing, motivating and leading a high performing team of Investigators to deliver great customer service and achieve timely, fair outcomes across a range of financial services problems.

You’ll set clear performance objectives, and you’ll coach and develop your team members to deliver high quality casework. You’ll look for opportunities to share best practice with your team and the organisation.

Our Ombudsman Managers make sure everyone in a customer-facing team has the skills and support to investigate and respond to the financial services complaints we’re asked to resolve as well as working on casework policy issues as needed.

Ombudsman Managers are members of our statutory ombudsman panel, with the power to make independent and legally binding final decisions on some of our most challenging and complex cases. You will use sound judgement to produce final decisions, and you’ll identify new issues to be reviewed at policy level. You’ll be a confident communicator with the ability to cut through complexity and write decisions that are clear and accessible to customers.

Key responsibilities

• You’ll make and write timely, independent and legally binding final decisions that are consistent, fair, reasonable, and impartial. Your decisions will explain the reasons for the outcome in a clear and comprehensible way.
• Leading, motivating, coaching and inspiring a team of casework investigators by role modelling our values.
• You’ll coach and support your team, ensuring they know how to use the range of available tools and systems, how to work self-sufficiently and escalate issues appropriately
• You’ll use the data and insight available to you to proactively manage your team, to ensure individual cases are moving at an appropriate pace and to anticipate issues before they arise.
• Work with your Ombudsman Leader to agree your own objectives, as well as those of your team, understanding the role you play in our overall organisational performance.
• Build a culture of excellent customer service, responding to and resolving any service complaints that arise for your team and sharing any learning to aid continuous improvement, as well as ensuring your team is responsive and dealing effectively with vulnerable customers who may need specific support.

Minimum Criteria

To be considered for this role, you’ll need to be able to demonstrate your experience of the following skills and capabilities:

• Experience of successfully managing, coaching and developing a team whilst driving operational performance in a changing, complex environment
• Experience of working in a financial services environment, or another regulated industry, handling or resolving complex cases
• Experience providing excellent customer service
• Ability to use critical thinking skills to evaluate complex information to reach a fair and reasonable final decision for customers
• Ability to work independently with confidence at pace – delivering high quality decisions in line with targets.
• Experience of persuasive writing – delivering individual, evidence-based outcomes showing logical, clear and concise decision making
• Excellent communication skills – both verbal and written – with the ability to resolve conflict and adapt your style to the audience
• Demonstrate the ability to absorb technical knowledge and take on board established approaches.
• Ability to interpret management information and data to enable delivery and drive continuous improvement

Desirable Criteria

• Experience of dealing with complex complaints. Ideally, experience in one of the following areas – consumer credit, insurance, pensions, investments, fraud and scams or general banking products.

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: generous pension, life assurance, critical illness cover, income protection, personal accident cover, private medical insurance, virtual GP.
• Optional benefits: 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.
• 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
• Our Networks Our employee led networks (a couple of examples being our Women\’s Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

How to apply?

Upload your CV, which should highlight your 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 as listed above (max 1000 words)

If you get through the initial screening round successfully, we’ll invite you to complete online assessments.

Applications need to be submitted by 11:59pm on Sunday 7th September 2025.

Due to high application numbers this advert may end earlier than the date specified, so please don\’t delay and apply now!

A full job profile is available on request which we will provide to candidates shortlisted to the first stage of the assessment process.

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.

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 would like to speak to a member of our team 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.

Find out more

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Legal

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