Case Assessor recruitment

Case Assessor

Introduction
The role of the Financial Ombudsman Service is to resolve individual disputes between consumers and financial businesses - fairly, reasonably and impartially.

We're looking for case assessors - people who can make sense of complex problems and help us reach decisions on disputes every day.

About the job
As a case assessor, you will be resolving disputes between financial businesses and their customers - so you will be the face of the ombudsman service, speaking to customers over the phone and communicating with them in writing.

When we take on a consumer's case, your job will be to work out what really happened - and to make a fair and reasonable decision on the outcome. You will follow up with the consumer or business whenever you need to, making sure you call or email when you said you would. You will need to write to both sides to tell them your decision.

It is important that we are able to communicate the outcome to the consumer and the business promptly and clearly - to make sure they understand why we made that decision.

About you
You have experience of:

* Working with people from a range of different backgrounds. You might have gained this experience in office-based work or in a service industry.
* Working in an intellectually challenging environment, where you have had to show problem-solving skills. This could be through academic achievement, or in previous jobs.
* Working in a busy environment.

You won't have to know about any specific aspect of financial services - our experts will train and support you throughout your time with us.

You have excellent communication and customer service skills

* You are a very good listener and your written communication skills are good, too.
* You are comfortable with talking to people on the phone. This includes giving good news, but also explaining why, sometimes, we're not going to be able to help someone.

You work well in a team

* You ask when you are unsure, share what you know, and learn from others.
* You are positive and generally cheerful - someone who helps out when your colleagues are very busy.

You can use your initiative and solve problems

* You bring common sense to every situation. And when you see something that doesn't look quite right, you let us know.
* You are good at solving problems. That could include detective work to get to the bottom of a complaint, or working out which business the issue is really about.

You do what you say you will

* You hit deadlines and targets. You're organised and can follow processes.
* You can work under pressure when there is a lot going on.
* You care about the quality of your work.
* When you say 'I'll call you on Monday', you do.

About the Financial Ombudsman Service
We are the place consumers can come if they have a dispute with a financial services business that they can't sort out themselves.

Set up in 2000 as a statutory alternative to the courts, over the last decade or so we have expanded significantly, and our remit now covers virtually all financial services and products - from pet insurance to spread-betting.

We employ over 1,500 people and have more than a million contacts with customers each year. Working for us means working for an organisation that matters - and makes a real difference to people's lives.
Randstad Financial Professional encourage applications from individuals of all ages backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial Professional acts as an employment agency for permanent recruitment an employment business for temporary recruitment as defined by the Conduct of Employment Agencies Employment Business Regulations 2003