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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 while developing your skills in a supportive environment.
- Qualifications: Experience in banking products and strong communication skills are essential.
- Other info: Diverse workplace with a commitment to inclusion and career growth.
The predicted salary is between 32175 - 32175 £ per year.
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
Join our ‘Becoming an Investigator’ recruitment network and be one of the first to hear about upcoming opportunities in your area. As part of your induction, you’ll 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. So, as well as a competitive salary, 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.)
Investigator (Banking) - Manchester employer: Financial Ombudsman Services
Contact Detail:
Financial Ombudsman Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Investigator (Banking) - Manchester
✨Tip Number 1
Network like a pro! Connect with people in the industry, attend events, and join relevant online groups. The more you engage, the better your chances of hearing about job openings before they even hit the market.
✨Tip Number 2
Prepare for interviews by researching common questions and practising your responses. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your skills effectively!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you email to express your appreciation. It keeps you on their radar and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website for the best chance at landing that Investigator role! We keep our listings updated, and applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace Investigator (Banking) - Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights the skills and experiences that are relevant to the Investigator role. We want to see how your background in banking or customer service aligns with what we do at the Financial Ombudsman Service.
Craft a Strong Supporting Statement: Use the supporting statement box to showcase how you meet the minimum criteria. Be specific about your experiences and how they relate to investigating complaints and making fair decisions. This is your chance to shine!
Be Authentic: We value genuine applications, so make sure your CV and supporting statement reflect your true self. Avoid using AI tools to generate your application, as authenticity is key to standing out in our selection process.
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, you can find more information about the role and our values there.
How to prepare for a job interview at Financial Ombudsman Services
✨Know Your Stuff
Before the interview, make sure you understand the role of an Investigator in banking. Familiarise yourself with common banking products and the types of complaints you might encounter. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since you'll be dealing with customers who may be upset or confused, it's crucial to highlight your communication skills. Prepare examples of how you've effectively communicated in previous roles, especially in challenging situations. Practice explaining complex ideas in simple terms to show your ability to empathise and connect.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully resolved issues or made fair decisions. Be ready to discuss your thought process and how you weigh different sides of a story. This will showcase your analytical skills and your ability to make balanced decisions, which is key for this role.
✨Prepare Questions
Interviews are a two-way street, so come prepared with thoughtful questions about the role and the company. Ask about the training process, team dynamics, or how success is measured in the role. This shows your enthusiasm and helps you determine if the company is the right fit for you.