Investigator Insurance

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: up to 4 years fixed-term contract

All applicants must live and work in Northern Ireland.

Working hours: full time (35 hours pw) and part time (28 hours pw)

Salary: 32175 pa (full time) 25740 pa (part time)

Reporting to: Ombudsman Manager

Start date: 24th November 2025

Our current hybrid policy requires one day per week in the 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 youll 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 isnt fair or be worried about their mortgage.

If we believe a customer hasnt been treated fairly well ask the business to put things right. If we think the business isnt at fault well 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 youll 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 its a job that makes a real difference and youll be rewarded with generous benefits as well as job satisfaction.

Key responsibilities

As an Investigator new to the role youll spend up to six months in our academy getting the training you need to make fair and reasonable decisions with certainty. After that youll work as part of a team supported by an Ombudsman Manager overseeing your own caseload and prioritising your work.

Youll 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

Youll be a self-starter who can prioritise tasks and work well independently. Youll have great people skills and an analytical problem-solving mind.

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

• Demonstrable experience working in insurance related products

• 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

• Knowledge of financial products

• Relevant qualifications within Insurance

• Experience in decision making or investigative roles for example legal paralegal casework or claims

Why the Financial Ombudsman Service

Were a UK-wide service with strong values and a diverse workforce where you can be your authentic self. Were committed to being a great place to work and to recruiting people from all backgrounds. So as well as a competitive salary we offer a great package of benefits including:

• Core benefits including generous pension life assurance critical illness cover income protection personal accident cover private medical insurance virtual GP

• Optional benefits including childcare vouchers travel insurance technology scheme cycle to work scheme dining and lifestyle memberships dental cover

• Holiday entitlement of 25 days (for full time) or similar with the option to buy or sell extra days

• Discounts on your everyday shopping from groceries and petrol to household goods and gift vouchers

• An Employee Assistance Program offering professional support with legal health and money issues

• Opportunities for personal and career development

Find out more about our work culture on our website where we also have a dedicated careers page. You may also find it useful to check our LinkedIn page and Instagram.

How to apply

• Please upload your CV which should highlight your relevant skills and experience.

Applications need to be submitted by 23:59PM on Sunday 28th September 2025.

Due to high application numbers this advert may end earlier than the date specified so please dont 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.

Authenticity of applications

We value authentic personal applications. If we determine that your CV or supporting statement was generated using AI tools your application may be withdrawn from consideration.

Talent Pool

Please note that positions are limited and will be filled on the highest scores at interview. Once all vacancies have been allocated; qualifying candidates may be placed in a Talent Pool for future opportunities should they chose to be put on this list. Being part of the Talent Pool does not guarantee a position but ensures you will be considered should further openings arise.

Proud to be an inclusive employer

Reflecting the communities we serve helps us provide the best service to our customers. Diversity and inclusion are fundamental to our success so we welcome applications from women and other under-represented groups. As part of our commitment to the Race at Work Charter we welcome applications from Black Asian and other ethnic minority candidates.

Were proud to be a Level 3 Disability Confident Leader. This means that we will put disabled candidates through to the next stage of the recruitment process as long as they meet the minimum criteria for a role. (Exceptions may apply if we have so many applications we cant interview all the candidates who qualify under the scheme.)

If youd like to speak to us about any reasonable adjustments you need please email and let us know your preferred method of contact.

You can find out more about our diversity and strategy inclusion plans on our website by clicking on this link: