Knowledge Adviser

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At the Financial Ombudsman Service, we make decisions on a range of complex and difficult issues. Every year we resolve thousands of disputes between consumers or small businesses and their financial service providers.

The purpose of the role

You’ll support front line colleagues to deliver on our purpose of helping customers resolve financial disputes, quickly and informally, and on a fair and reasonable basis. You’ll do this by ensuring they have access to accurate and up to date information on our knowledge system, Discovery.

You’ll provide administrative support to your colleagues in the knowledge team and ensure requests submitted to the Discovery Helpdesk are resolved within service level agreements. With a keen eye for detail, you’ll ensure that published guidance is correct and meets our content design principles. You’ll also ensure Discovery is maintained by making sure content is reviewed regularly, tasks are completed accurately, and governance procedures are followed.

You’ll provide project and administrative support to knowledge initiatives to enable efficient and effective knowledge sharing.

Your accountable for:

Supporting the administrative backend of our knowledge systems. This includes resolving Discovery helpdesk enquiries, formatting and publishing content, metrics analysis, reporting and archiving. Working closely with your colleagues in the trial and roll-out of new content formats and technology across the organisation.

Providing support to Content Editors, other knowledge producers, and end users.

Being able to meet our content design principles and advising on ways to improve user experience – and enabling other people to access knowledge themselves.

The accuracy and good presentation of content published on Discovery.

Looking at the way knowledge management is developing externally and bringing ideas back to us here.

Understanding how the pieces of our knowledge systems fit together to create the bigger picture – and how items relate to each other within the system.

Being able to impact and influence our stakeholders – and have the confidence to share your knowledge by training colleagues across the organisation.

Working with the Knowledge Manager to agree your objectives.

Working effectively with your peers and supporting other members of the wider knowledge team when they need your help.

Being resilient and finding solutions that work around barriers you might encounter.

Content management experience – either writing, formatting, or publishing content to a defined audience; demonstrating an eye for detail.

Experience of working with a CMS – preferably SharePoint Online.

Customer service experience – managing expectations and meeting SLAs.

Proficient with use of Word and Excel.

Working with a variety of stakeholders (face to face and in writing) to achieve results.

Experience of working to a style guide (design principles) and brand tone of voice.

Managing several different pieces of work concurrently – often to tight deadlines.

We would also like you to have the following skills:

Experience of financial services would be beneficial but is not an absolute requirement if you can demonstrate an ability to grasp complex issues quickly.

Familiarity of accessibility principles including WCAG guidelines

Familiarity with interpreting data and metrics to support and drive continuous improvement.

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

25 days holiday entitlement plus bank holidays, with the option to buy extra or sell days

Generous non-contributory pension – we pay an equivalent amount of up to 12% of your salary into your pension

Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave

Employer provided benefits such as Private Medical Insurance, Virtual GP, Critical Illness cover, Life Assurance cover to name a few

Choice of voluntary benefits including Technology scheme and Cycle to work scheme

Employee Assistance Programme

Opportunities for career development

Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London

Extensive Well-being resources including on-site therapists (London office only)

Beautiful and bright London office looking over the Thames and near to mainline stations

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!

Please upload an up-to-date copy of your CV explaining any gaps in employment and use the supporting statement field to address the minimum criteria.

Applications need to be submitted by 11:59pm on Sunday 17th August 2025.

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

Recruitment Process

If you are successful at the initial screen stage you’ll be invited to a 1 hr video interview with the hiring manager including a short task.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

Find out more

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