Head of Casework Team – Financial Ombudsman Service – London – to £65k Job in London E14 9SR, London UK
Head of Casework Team – Financial Ombudsman Service – London – to £65k + Benefits
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 eight Head of Casework Teams to lead a group of ten to fifteen casework teams. You will work closely with our Team Managers, coaching them and helping develop their skills as leaders and thinkers.
About the job
Our team managers look after teams of up to twelve adjudicators each. As a head of casework teams you will coach and train managers to lead and get the best out of their people. That means coordinating your teams to reach our casework targets within the right timeframes, while giving our customers an excellent service. And you’ll have leadership skills to handle the toughest situations.
You’ll lead in a particular area of financial services, such as banking, insurance or payment protection insurance. Although you won’t be working on individual cases yourself, you will have to have a rigorous understanding of what we do here. For that, you will have support from our ombudsmen and in-house specialists.
It will also be your responsibility to make sure your teams are really living our values as an organisation.
About you
You have experience of:
· Leading people and projects, and dealing with teams. Ideally you will have gained this experience in a customer-facing organisation.
- Providing excellent customer service, and getting your staff to do the same.
· Solving complex problems, either through a strong academic background or through previous jobs which required those skills or policy work.
We don’t necessarily expect you to have any particular knowledge of financial services. This is something you will get support with and given training on. However, if you do know an area of financial services well, we welcome your expertise.
You can lead people
- You can lead and motivate a team of managers, and make them feel engaged and that they want to develop. They will be confident in you and want to follow you.
- You have excellent coaching skills – that means talking people through issues and helping them improve, rather than just doing things for them.
- If you need to have a tough conversation, you can do it confidently and professionally.
- You can get your teams excited about their own career development and about making the service even better.
You have excellent communication and customer service skills
- You are a very good listener and can make sure your team and our customers (firms and consumers) feel they really have been heard.
- Your written communication skills are good, too. Your emails and letters read well, without grammatical or spelling mistakes. They’re also suitable for the person you’re writing to.
- You can run team meetings, and brief your managers and adjudicators while keeping them engaged and enthusiastic.
You work well in a team and share your knowledge
· You do what you can to pass on the knowledge and experience you’ve gained over the years. You are also able to work in a team and learn from others to help us achieve what we need to as an organisation.
· You are very good at building relationships throughout the organisation – and with important people outside the service. So when issues come up, you can work with others to get the best possible results for your team and for the wider organisation.
You have strong intellectual, planning and problem solving skills
- You understand our customers and what is important to them. When there are disputes, you can solve them using all the information available to work out what really happened.
- You can take on several targets and objectives and plan how you’re going to achieve them all – including co-ordinating your teams to reach your targets.
- To help us be better at what we do and how we do it, you’ll notice, lead and take part in projects and initiatives. Not just for your own teams or area, but across the whole organisation.
You do what you say you will
- You are organised and hit deadlines.
- You can organise your team to help them plan and reach their own deadlines
- You can work under pressure when there’s a lot on.
- When you say “I’ll phone 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.
Team Manager roles – we are also looking for a number of Team Managers who will report to the Heads of Casework Teams, so please also submit your CV if you believe you are too junior for the Head of Casework Teams positions, but have relevant team leadership / managerial experience.
How To Apply
Please respond to this advert by sending your latest CV, quoting your present / expected salary details, notice period (if applicable) and a short cover note as to why you believe you would be a good fit for this position, quoting reference ATM-OMB-HOCT with your application. Agile Talent Management is acting as the Recruitment Agency for these positions with our Client, The Financial Ombudsman Service.