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About the Role

The purpose of this role is to provide day-to-day technical triage, operational support, and vendor monitoring to ensure the stability, accessibility, and peak performance of the service's digital platforms. As part of the Digital Systems team, you will be responsible for keeping the lights on across our public-facing digital interfaces. Your operational remit covers the immediate support and health of our Business and Consumer Portals, our online complaint submission form (Digital Front Door), and web applications like the Interest Rate Calculator.

Responsibilities

Lead day-to-day support and optimisation of digital platforms, managing incidents, troubleshooting issues, performing configuration fixes, and ensuring high availability of web forms, portals, and customer-facing services.
Drive service quality and continuous improvement by analysing support trends, identifying root causes, automating processes, and working with stakeholders to enhance system performance, resilience, and user experience.
Coordinate digital change and release management, overseeing testing, deployments, enhancements, and third-party supplier delivery to ensure safe, controlled, and effective service improvements.
Build capability and provide technical leadership through coaching and mentoring colleagues, sharing knowledge, developing documentation, and supporting the growth of digital skills across the organisation.
Support strategic digital delivery by collaborating with internal teams, software providers, and stakeholders, contributing to planning and prioritisation, and ensuring services remain accessible, inclusive, and aligned to organisational objectives.
Provide day-to-day technical triage, operational support, and vendor monitoring.
Ensure the stability, accessibility, and peak performance of digital platforms.
Keep public-facing digital interfaces operational.
Provide immediate support and health monitoring for Business and Consumer Portals, the Digital Front Door, and web applications.
Act as the primary custodian of the digital support queue, ensuring technical incidents or defects are captured, analysed, and tracked.
Perform diagnostic triage on incoming issues to determine fault origins.
Dive into technical details of data transmission errors and UI bugs.
Work with IT and business units to maintain digital platform reliability.
Log, escalate, and monitor technical tickets sent to external AMS providers.
Maintain accurate logs and perform verification checks on external support partner deliverables.

Requirements

Experience delivering operational application or systems support within an ITIL-aligned service environment, ideally focusing on digital portals, or web-based workflows.
Hands-on experience working directly with third-party technical service providers, including logging tickets, validating their fixes, and tracking SLA performance.
Practical knowledge of web technologies, form configuration, web content management systems (CMS), and data integration methods.
Demonstrable problem-solving experience, displaying a methodical approach to diagnosing system faults and analysing application errors under time constraints.
Excellent communication and collaboration skills, with a track record of translating complex technical issues into clear updates for non-technical internal stakeholders.
Experience executing structured test scripts and managing UAT cycles before technical changes are pushed into live production environments.

Skills

Technical triage
Operational support
Vendor monitoring
Digital platform support
Incident management
Troubleshooting
Configuration fixes
Service optimisation
Root cause analysis
Process automation
Change management
Release management
Testing
Deployment
Third-party supplier coordination
Coaching
Mentoring
Knowledge sharing
Documentation development
Stakeholder collaboration
Web technologies
Form configuration
Web content management systems (CMS)
Data integration methods
Problem-solving
Communication
Collaboration
Test script execution
UAT management

Location

London
Coventry

Work Type

Permanent
Hybrid

Experience Level

Minimum criteria
Experience delivering operational application or systems support
Hands-on experience working directly with third-party technical service providers
Practical knowledge of web technologies
Demonstrable problem-solving experience
Experience executing structured test scripts

Salary/Compensations

London £53,000 – 58,000
Coventry £47,000 – 53,000

Benefits

Hybrid working
Extensive opportunities for personal and career development
Health plan
Gym memberships
Mental health support
Courses
Mentorship
Promotions
25 days holiday entitlement, with the option to buy extra or sell days
Generous pension
Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
Private medical insurance
Virtual GP
Critical illness cover
Life assurance cover
Technology scheme
Cycle to work scheme
Will-writing service
Gym membership discounts
Fully equipped on-site gym open 24/7 in London only

About the Company

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.
We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust.

Equal Opportunity

The Financial Ombudsman is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive environment for all team We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We are proud to be a Disability Confident Leader and, under the scheme, will progress a fair and proportionate number of disabled applicants who meet the minimum criteria to interview.