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- Tasks: Investigate banking complaints and make fair decisions that impact people's lives.
- Company: Join the Financial Ombudsman Service, a not-for-profit organisation dedicated to fairness.
- 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 customer service or investigative roles is a plus; strong communication skills are essential.
- Other info: Hybrid working model with one day in the office; diverse and inclusive workplace.
The predicted salary is between 32175 - 32175 £ per year.
Locations: Manchester - Peter House
Posted on: Posted 4 Days Ago
Time left to apply: End Date: March 18, 2026 (4 days left to apply)
Job requisition id: JR-02802
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.
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
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.)
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.
With fairness at the heart of everything we do, we embrace difference and treat everyone as equals. We’re a diverse organisation, but something we all share is our values. They’re central to the way we work – and work together. We’re an independent, not-for-profit organisation that sorts out disputes between financial businesses and their customers. We do this by making decisions that are fair – and feel fair to both sides. The Financial Ombudsman Service is an equal opportunities employer. All applicants will be treated in a fair and equal manner.
Investigator (Banking) - Manchester employer: Financial Ombudsman
Contact Detail:
Financial Ombudsman 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 current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching common questions for investigators in banking. Practice your answers, focusing on how your skills match the job description. Confidence is key!
✨Tip Number 3
Showcase your problem-solving skills during the interview. Use real-life examples where you’ve successfully resolved issues, especially in customer service or banking contexts.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar.
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 fits with what we do, so don’t be shy about showcasing your banking experience!
Craft a Strong Supporting Statement: Use the supporting statement box to really sell yourself! Explain how you meet the minimum criteria and give examples of your problem-solving skills and customer service experience. 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 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’ll find all the info you need about the role and our organisation there.
How to prepare for a job interview at Financial Ombudsman
✨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 show that you're not just interested in the role but also understand the industry.
✨Showcase Your Communication Skills
As an Investigator, you'll need to communicate clearly and empathetically. Practice explaining complex ideas in simple terms. During the interview, demonstrate your listening skills by engaging with the interviewer’s questions and responding thoughtfully.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, especially those involving upset customers or difficult decisions. Think of examples from your past experience where you successfully resolved conflicts or made tough calls, and be ready to share them.
✨Highlight Your Problem-Solving Abilities
The role requires strong analytical skills. Be prepared to discuss how you've approached problem-solving in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your ability to find constructive solutions.