Looking for a new challenge?
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Investigator, Insurance – Belfast
Make a positive difference to financial services
Contract: Permanent
All applicants must live and work in Northern Ireland.
Working hours: full time (35 hours pw) and part time (28 hours pw)
Salary: £32,577 pa (full time), £26,061.60 pa (part time)
Reporting to: Ombudsman Manager
Start date: 8th February 2027
Our current hybrid policy requires four days per fortnight in the Belfast office.
Join the ‘Becoming an Investigator’ recruitment network and be one of the first to hear about upcoming opportunities in your area : here
As part of your induction, you’ll need to spend your first week in our London office. We will cover your expenses for your time in London.
About us
The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers.
The complaints we deal with vary. A customer might be having trouble with their bank account, struggling with payday loans, think an insurance pay out isn’t fair, or be worried about their mortgage.
If we believe a customer hasn’t been treated fairly, we’ll ask the business to put things right. If we think the business isn’t at fault, we’ll explain why. The decisions we make have a huge impact: they can be life-changing for individuals, and they provide insights which are useful for financial businesses.
By joining us as an Investigator, you’ll play a key role in insurance products. Each case and each customer are different. No two days are ever the same and sometimes the work is demanding, but it’s a job that makes a real difference and you’ll be rewarded with generous benefits as well as job satisfaction.
Key responsibilities
As an Investigator new to the role, you’ll spend up to six months in our academy getting the training you need to make fair and reasonable decisions with certainty. After that, you’ll work as part of a team, supported by an Ombudsman Manager / Operational People Manager, overseeing your own caseload and prioritising your work.
You’ll be responsible for:
Investigating complaints about insurance products
Managing your caseload effectively to reach targets
Managing relationships with our customers – both consumers and financial businesses
Examining evidence to get to the heart of each complaint
Weighing up all sides of a story and assessing the relevant rules and regulations to make fair and reasonable decisions
Communicating with empathy – listening carefully to both sides, asking the right questions and using sound judgement, and
Communicating your findings clearly, explaining what you think and why through a clear and structured written response
Person specification
You’ll be a self-starter who can prioritise tasks and work well independently.
You’ll have an analytical, problem-solving mind and good people skills.
You may have experience in customer services, sales or retail, in a legal/paralegal role, or have worked in casework, claims or investigative work for another public agency.
Essential Criteria
Expertise making fair and balanced decisions, where you must articulate your thinking clearly
Excellent communication skills, including a talent for listening and explaining things in clear language as well as good written English
Experience providing excellent customer service with people who may be angry or upset
Problem solving and finding constructive solutions
Strong administrative skills and the ability to prioritise your workload
History of working to meet targets or service level agreements
Desirable Criteria
Demonstrable ability to investigate, asking the right questions to get to the hear of the issue
Knowledge of financial products
Relevant qualifications within Insurance
Experience in decision making or investigative…