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About the Role
This is a non-technical leadership role focused on people management, performance improvement, coaching, and team engagement. You will manage a team of Investigators, creating the right environment for people to perform at their best, build resilience, and continuously improve the service provided.
Responsibilities
- Lead and manage a team of 15+ Investigators, supporting 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 policies and procedures.
- Use casework data and management information to spot trends, understand performance dips, and intervene where needed.
- Ensure 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 to 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 the 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 values.
Requirements
- 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.
- Confidently used Microsoft Office tools, data, and reports to monitor activity, track progress, and support effective decision-making.
Skills
- Knowledge of the financial services industry
- Experience in handling customer service complaints
- Familiarity with performance management systems
Location
- London, Exchange Tower
Work Type
- Permanent
- Full-time
- Hybrid
Experience Level
- People manager
- Experience in a similar-scale role
Salary/Compensations
- £63,150
Benefits
- Extensive opportunities for personal and career development
- Health plan
- Gym memberships
- Mental health support
- 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
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service
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.