Overview

Quality Lead role at Financial Ombudsman Service. Contract: Permanent. Working hours: 35 hours per week. Salary: £47,150. Location: London. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

About Us

At the Financial Ombudsman Service, we make decisions on a range of complex and difficult issues. Every year we resolve thousands of disputes between consumers or small businesses and their financial service providers.

The purpose of the role

Reporting into the Quality Assurance Manager, you will be part of the Quality Leadership team, responsible for the delivery of the Quality Framework across the Financial Ombudsman Service. You will support the Quality Assurance Manager in maintaining the services of the Quality Framework to ensure the organisation provides consumers and businesses with a high standard of service. You’ll achieve this by providing Quality support and expertise across the areas of casework you support, influencing through feedback and inspiring your team to deliver, helping to positively impact the customer experience. You will ensure that significant quality issues are investigated, managed and resolved to the satisfaction of key stakeholders, escalating when appropriate. You will provide engaging leadership to a team of Quality Advisers to pro-actively drive quality improvement with clear SLAs and metrics.

You will ensure your team meets objectives. You’ll coach, mentor and guide your team to provide service quality excellence to their customers.

Your accountabilities

• Lead, motivate, coach and inspire a team of quality advisers to deliver quality insight and improvement opportunities across a wide range of stakeholders.
• Lead quality improvement across casework through effective management of the quality framework and stakeholder management.
• Represent the Quality Assurance Manager with key stakeholders and regulatory bodies on quality assurance matters when required.
• Provide effective quality leadership guidance and support to Ombudsman Leaders and Managers on all quality matters in your area of responsibility.
• Ensure quality processes, systems, frameworks and methods are in place, deployed, governed and continuously improved in line with regulatory and organisational requirements.
• Provide governance and assurance of quality performance across the areas of casework within your scope.
• Ensure quality training for casework teams is completed and remains topical to provide quality assurance to the service.
• Work with the Quality Assurance Manager to agree your own objectives, as well as those of your team, and understand your role in organisational performance.
• Ensure completion of deep dive thematic assurance reviews and other audits as required.
• Provide input and oversight to Quality Framework procedural documents.
• Collaborate with people, develop relationships and maintain an understanding of the sector.

Minimum criteria

• Relevant experience in quality and quality improvement.
• Demonstrable ability to drive quality improvement and achieve excellent customer satisfaction.
• Experience in leadership roles with ability to communicate and influence effectively with senior managers and stakeholders.
• Experience managing a team either directly or virtually with demonstrated impact on development.
• Strong problem-solving skills with a rigorous understanding of what good looks like.

Desirable criteria

• Experience delivering change through project management using waterfall and/or agile methods.
• Knowledge of financial services products, product quality issues, Ombudsman and other ADR services and/or consumer protection regimes.
• Willingness to work towards relevant Quality qualifications.

Why Financial Ombudsman Service?

We are a values-led organisation. We offer attractive, competitive salary and flexible benefits. Our benefits include holiday allowance, pension, family-friendly policies, private medical insurance, employee assistance programme, development opportunities and more. We support an inclusive workforce and value diversity.

How to apply

Please upload an up-to-date copy of your CV and use the supporting statement field to address the minimum criteria. Applications need to be submitted by 11:59 on Sunday 7th September 2025. Due to high application numbers this advert may end earlier than the date specified, so please apply promptly. A full job profile is available on request for shortlisted candidates.

EEO and inclusion

We’re proud to be an inclusive employer and welcome applications from underrepresented groups. We are committed to being a Disability Confident Leader and to supporting reasonable adjustments during the recruitment process. If you need adjustments, please email hrsupport@financial-ombudsman.org.uk.

Find out more

Check out channels to learn more about everyday life at the Financial Ombudsman Service and follow us:

• LinkedIn: Financial Ombudsman Service
• Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us