Jobs at Financial Ombudsman Service

Lead risk-based internal audits from planning through reporting and follow-up. Assess control effectiveness, develop audit programs and risk-control matrices, produce evidence-based findings, present recommendations to senior stakeholders, and monitor remediation. The role also includes advisory reviews, investigations, governance reporting, collaboration with assurance providers, and using data analytics, audit technology, automation, and AI-enabled approaches to improve audit effectiveness.

Provide operational and technical support for public-facing digital platforms, including portals, web forms, and applications. Responsibilities include incident triage, troubleshooting, configuration fixes, ticket and vendor management, SLA monitoring, testing, UAT, release coordination, root-cause analysis, process automation, documentation, and technical coaching. The role also contributes to platform performance, accessibility, resilience, continuous improvement, and collaboration with internal stakeholders and external service providers.

Leads the strategy, governance, availability, security, and technical evolution of the Financial Ombudsman Service’s public-facing digital platforms. The role owns portals, online complaint applications, websites, and integrations; manages third-party vendors and AMS providers; oversees technical analysts; governs change, deployment, and UAT; and serves as the escalation point for complex incidents. It requires strong web architecture, cloud infrastructure, vendor management, stakeholder engagement, accessibility, and regulated-sector experience.

Maintain and improve enterprise network infrastructure, own network systems and core services, troubleshoot escalated issues, support projects and change delivery, contribute to design and automation (IaC), remediate security vulnerabilities, and collaborate with stakeholders to drive performance, resilience and service improvements.

Supports the Head of Risk and Assurance in developing risk, assurance, control, and governance frameworks. The role advises senior stakeholders, produces executive and committee reporting, conducts risk reviews and investigations, assesses controls against risk appetite, collaborates with Internal Audit, and leads continuous improvement. It also manages, coaches, and develops the risk and assurance team while overseeing delivery of assurance activities.

Investigate consumer and small-business complaints involving pensions, investments, and insurance. Manage an independent caseload, examine evidence, assess rules and regulations, make fair and balanced decisions, meet service targets, and communicate findings clearly and empathetically to customers and financial businesses. New investigators receive up to six months of academy training before assuming casework responsibilities.

Design and lead implementation of scalable Microsoft Power Platform-based solutions. Translate business needs into high-level designs, guide multi-disciplinary teams, ensure alignment with delivery, engage stakeholders and present solutions to governance forums.

Investigates consumer credit complaints, examines evidence, assesses relevant rules and regulations, and makes fair, balanced decisions. The role involves managing an independent caseload, meeting targets, working with consumers and financial businesses, handling sensitive or challenging interactions empathetically, and clearly communicating findings in writing. New investigators receive up to six months of academy training before assuming full caseload responsibility.