Quality Adviser

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Would you like to be the key point of contact for senior leaders, providing them with detailed analysis of quality data, trends, and areas for focus?

Contract: Fixed Term (12 month contract)

Working hours: Full time is 35 hours a week, you’ll agree your working pattern with your manager.

Salary: Circa £40,024 (London rate)

Reporting to: Quality Lead

Location: London or Coventry

Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

The Quality Team are responsible for the delivery of the Quality Framework across the Financial Ombudsman Service, providing assurance to the Executive & Board around our casework performance in relation to quality. Within the ‘Three Lines of Defence’ risk control framework, the Quality Team sit within the ‘second line’.

To succeed, you’ll need to demonstrate….

You will drive quality improvement across your area(s) of responsibility. You will coordinate activities with stakeholders from across the organisation (e.g., IT, Learning & Development etc) to deliver a solution to an identified quality need.

You will use your specialist knowledge to ensure that quality issues arising within your scope are appropriately investigated, managed and resolved to the satisfaction of key stakeholders.

• Ensuring all Quality Framework processes are in place, governed and continuously improved for the pods, practice groups and teams within your scope.
• Reporting quality performance and analysis across the pods, practice groups and teams within your scope
• Leading Quality improvement activities across the pods, practice groups and teams within your scope
• Presenting data to senior leaders on a monthly basis
• Providing effective quality guidance and support to Ombudsman Leaders and Managers in all quality matters in the pods, practice groups and teams within your scope.
• Ensuring all necessary quality training for casework teams in the pods, practice groups and teams within your scope is completed and remains topical to provide quality assurance to the service.

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities and meet the following minimum criteria:

• Relevant experience of quality assurance and quality improvement
• Have a suitable breadth and depth of understanding of the Ombudsman, its services, and internal processes
• Substantial complaint handling experience in relevant product types
• Appropriate knowledge of relevant exec products, product quality issues and service quality issues
• Ability to work with stakeholders to build and maintain strong relationships and manage expectations.

• To apply, please upload an up-to-date CV and supporting statement in Word format (max 300 words) detailing how you meet the outlined criteria, and are the perfect person for the role.

- successful candidates will be invited to a Teams interview with the hiring managers on 23rd March 2026

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 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 recruit men and let us know your preferred method of contact.