Position Overview
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Make a positive difference to financial services
Contract
* Up to 4 years fixed‑term contract
Working hours
* Full time (35 hours per week)
* Part time (28 hours per week)
Salary
* £32,175 pa (full time)
* £25,740 pa (part time)
Reporting to
Ombudsman Manager
Start date
27th July 2026
Location
Cardiff
Hybrid policy
One day per week in the office. 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.
Key Responsibilities
* Investigating complaints about Banking, Mortgages and Savings 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, Mortgages and Savings 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, Mortgages and Savings
* Experience in decision making or investigative roles for example, legal, paralegal, casework or claims
Benefits
* 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
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.
Disability Confident Leader
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.
Diversity and inclusion strategy
You can find out more about our Diversity and inclusion strategy and plans on our website where you can also read our 2022 Diversity, Inclusion and Wellbeing report.
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