Operational People Manager in Cardiff

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Are you a natural leader with a passion for people?

If you're an experienced people manager who can motivate teams, drive performance and support colleagues through change, this could be a great opportunity to make a real impact. We're looking for Operational People Managers to lead teams of casework Investigators and help them deliver fair, timely and high-quality outcomes for our customers.

Join a team where Purpose drives everything we do, Ambition fuels our growth, Trus t builds our foundation, and Respect shapes our culture. We're not just hiring - we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.

• 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: £59,297
• Location: Cardiff
• Reporting to: Ombudsman Leader

By joining our team, you'll enjoy the best of both worlds - hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.

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.

This is a non-technical leadership role focused on people management, performance improvement, coaching and team engagement. You'll manage a team of Investigators, creating the right environment for people to perform at their best, build resilience and continuously improve the service we provide.

What You'll Do:

• Lead and manage a team of 15+ Investigators, supporting both individual and team performance against agreed expectations.
• Review performance regularly, using clear feedback, coaching and support to help people perform at their best.
• Identify performance gaps and take timely action through formal and informal improvement approaches, in line with our policies and procedures.
• Use casework data and management information to spot trends, understand performance dips and intervene where needed.
• Make sure casework investigations are thorough, fair, impartial and clearly communicated to customers in a timely way.
• Manage service complaints promptly and professionally, helping to resolve issues and improve customer experience.
• Create a positive, motivating environment where Investigators can develop new skills, share knowledge and contribute to continuous improvement.
• Use coaching techniques to support team members' development, confidence and wellbeing.
• Work with Senior Investigators and colleagues across the Directorate to share technical guidance, solutions, coaching and mentoring.
• Identify training needs and work with HR and relevant colleagues to support appropriate learning interventions.
• Help Investigators build empathy and resilience so they can look after their wellbeing and handle complaints effectively.
• Set realistic, stretching goals with team members, track progress and support accountability for delivery.
• Align team objectives with our mission to deliver fair, timely and impartial resolutions.
• Work closely with casework leaders to support clear communication between the organisation and your team.
• Promote open communication, collaboration and flexibility, including supporting the movement of Investigators across product groups when needed.
• Recognise and appreciate team members' contributions, building morale and engagement in line with our values.

Minimum Criteria:

• Directly line managed a team of 15 plus professionals in a similar-scale role, including setting objectives, reviewing performance and supporting delivery against agreed targets.
• Used performance data, management information or reporting to identify trends, address underperformance and demonstrate improvements in service or team outcomes.
• Held regular performance or development conversations, giving constructive feedback and agreeing clear actions to support individual improvement.
• Led or supported change while maintaining team engagement and helping colleagues adapt in a fast-paced or changing environment.
• Promoted diversity, equity and inclusion through inclusive leadership, fair decision-making and positive working relationships with colleagues and customers.
• Delivered or overseen high-quality customer service, including clear written or verbal communication and timely resolution of customer issues or complaints.
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