My client was set up by Parliament to resolve complaints between financial business and their customers – fairly, reasonably, quickly and as informally as possible. Micro-enterprises, as well as individual consumers, can bring their complaints to the ombudsman
Following consultation the FCA has consulted on allowing more small and medium-sized enterprises to bring their complaint to the ombudsman from April 2019.
Due to this new change I am currently looking to recruit an Ombudsman Leader with a proven track record from a SME background.
Playing a key role in setting the direction you’ll help to develop casework policy (or approach) for new problems that come to you, ensuring that knowledge and excellence are developed and appropriately shared across the organisation so that answers are both fair and consistent, you will be accountable for making final and legally binding decisions on problems which could have wide-reaching implications.
You will have a proven track record of leadership in a customer-focused organisation, of engaging large groups of people and of working efficiently to meet or exceed objectives
Take a collaborative and visible approach to leadership that involves valuing and supporting learning and teamwork.
Setting clear expectations for people, holding them accountable for delivering these expectations, and helping them adapt quickly to change and keep up the momentum to meet their objectives
Building strong relationships and sharing knowledge internally and with external stakeholders, developing policy or procedure, and advising on the practical application of policy and/or law.
This is a high profile role and requires someone to have a proven track record as an operational leader from within the SME arena.