Investigator, Finance & Banking

Permanent

Working hours: full time (35 hours pw) and part time (28 hours pw)

Salary: £32,577 pa (full time), £26, pa (part time)

Reporting to: Ombudsman Manager

Start date:
11th January 2027

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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.

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.

The complaints we deal with vary. In this role, you’ll focus on pensions, where complaints can involve detailed financial information, complex calculations and decisions with a significant impact on a customer’s future.

If we believe a customer hasn’t been treated fairly, we’ll ask the business to put things right. If we think the business isn’t at fault, we’ll explain why. The decisions we make have a huge impact: they can be life-changing for individuals, and they provide insights which are useful for financial businesses.

By joining us as an Investigator, you’ll get to the heart of complaints about pensions. You’ll analyse detailed and sometimes conflicting information, identify what’s missing, ask probing questions and reach fair, evidence-based conclusions. Previous pensions experience is an advantage, but it's not a requirement. We'll give you the technical training you need. What matters is that you're curious, comfortable working through complexity and able to explain your thinking clearly.

As an Investigator new to the role, your journey will start in our Academy, developing the technical knowledge and investigative skills needed to make fair and reasonable decisions. After that, you’ll work as part of a team, supported by an Ombudsman Manager / Operational People Manager, managing your own caseload and prioritising your work.

You’ll be responsible for:

• Investigating complaints about pensions
• Examining detailed evidence, identifying gaps or inconsistencies and asking the right questions to get to the heart of each complaint
• Analysing the information provided, and considering how the relevant rules and regulations apply in the circumstances, reaching a fair and reasonable decision on each case
• Managing your caseload effectively to achieve productivity, quality and timeliness targets
• Managing relationships with consumers, financial businesses and professional representatives, including responding confidently and constructively when your thinking is challenged
• Communicating with empathy and confidence, listening carefully to both sides, asking probing questions and using sound judgement, and
• Communicating your findings clearly, explaining what you think and why through a clear and structured written response

You’ll be a self-starter who can prioritise tasks and work well independently. You’ll enjoy digging into detailed information, following evidence, identifying what doesn’t add up and working through problems where the answer may not be immediately obvious. You’ll also have the confidence and people skills to explain and stand behind your decisions.

Your experience could come from financial services, legal or paralegal work, casework, complaints, claims, regulation, compliance, customer services or another role where you have analysed information and reached reasoned conclusions. Previous pensions experience is welcome but not essential, as full training is provided.

• Strong analytical skills, with the ability to assess…