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Quality Lead
Contract: Permanent
Working hours: 35 hours per week is full time.
Salary: London: £47,150, Coventry: £44,805
Reporting to: Quality Assurance Manager
Location: London or Coventry
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, who are 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.
To be successful in this role you will ensure that significant quality issues are appropriately investigated, managed and resolved to the satisfaction of key stakeholders. Where appropriate, you will escalate quality concerns to the Quality Assurance Manager which are likely to have a wider impact across the service.
You will provide engaging leadership to a team of Quality Advisers to pro-actively drive quality improvement across your area of responsibility. You will have clear SLA’s and metrics in place to effectively support the development of your team.
You will be ensuring your team meet their objectives. You’ll coach, mentor and guide your team to ensure they strive to be the best they can be to provide service quality excellence to their customers.
Your accountable for:
- Leading, motivating, coaching and inspiring a team of quality advisers, ensuring they have the skills and abilities to work with a wide range of stakeholders, to deliver quality insight and improvement opportunities.
- You’ll lead quality improvement across casework, identified through the framework, through effective management of the quality framework and stakeholder management.
- Representing the Quality Assurance Manager with key stakeholders and regulatory bodies on quality assurance matters when required.
- You’ll provide effective quality leadership guidance and support to Ombudsman Leaders and Managers on all quality matters in your area of responsibility.
- Ensuring all quality processes, systems, frameworks and methods are in place, deployed, governed and continuously improved in line with regulatory and organisation requirements in your area.
- Ensuring there is overall governance and assurance of quality performance across the areas of casework within your scope.
- Ensure all necessary quality training for casework teams in the areas of casework you support 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, understanding the role you play in our overall organisational performance.
- Ensuring deep dive thematic assurance reviews and other audits assigned to you are completed as required.
- Providing input and oversight to Quality Framework procedural documents.
- With all the above activities, work collaboratively with our people, developing and nurturing relationships and influence, and building a good understanding of the sector we work within.
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
Minimum Criteria:
- Relevant experience in quality and quality improvement.
- Demonstrable ability for quality improvement and a passion for achieving excellent customer satisfaction.
- Previous leadership roles that show you will be able to demonstrate an ability to communicate & influence effectively with senior managers and stakeholders.
- Management of a team through either direct line management responsibility or as a virtual team and shown an impact on their development.
- Possessing strong problem-solving skills to really get to the heart of the issues – you’ll need a rigorous understanding of what we do here, so you know exactly what good looks like.
Desirable Criteria:
We would also like you to have the following skills:
- Experience in delivering change through project management, utilizing waterfall and/or agile methods.
- Knowledge of a wide range of financial services products, product quality issues, Ombudsman and other ADR services and/or consumer protection regimes.
- Achieved or willing to work towards achieving relevant Quality qualifications.
Why Financial Ombudsman Service?
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. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:
- 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 dependents leave
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
- Employee Assistance Programme
- Extensive opportunities for personal and career development
- Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London
- Extensive Well-being resources including on-site therapists (London office only)
- Beautiful and bright London office looking over the Thames and near to mainline stations
- Our Coventry office is 2 minutes’ walk from the main station
- Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
Please upload an up-to-date copy of your CV explaining any gaps in employment and use the supporting statement field to address the minimum criteria.
Applications need to be submitted by
11:59 on Sunday 27th July 2025.
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!
- LinkedIn: Financial Ombudsman Service
- Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us
Good luck with your application!
