The Financial Ombudsman Service resolves disputes between consumers or small businesses and their financial service providers. As a free and impartial service, we deliver fair outcomes and share insights with consumer groups, industry, regulators and government to help improve the wider financial services ecosystem. 

This is an exciting time to join the Financial Ombudsman Service as we modernise how we resolve complaints and respond to change across financial services. With regulatory reform, new technologies and evolving customer needs shaping our work, you will have the opportunity to influence how we develop our service while protecting the fairness, quality and impartiality that underpin it.

We are seeking an exceptional operational leader to lead our end-to-end casework service. Reporting to the Chief Ombudsman and serving on the Executive Team, you will bring together our customer operational teams to create a seamless journey from first contact to resolution, ensuring timely, fair and high-quality outcomes, including for vulnerable customers.

You will be accountable for performance, productivity, quality, consistency, resilience and budget across a substantial and complex operation. You will use data and insight to strengthen delivery, develop senior operational leaders and embed regulatory reforms, technology and new ways of working. As Deputy Ombudsman, you will bring sound judgement to complex and sensitive casework, supporting consistent approaches and identifying issues requiring regulatory clarification or wider consideration.

You will have significant senior leadership experience of large-scale, customer-facing operations, with responsibility for substantial workforces and demanding service outcomes. A strong record of delivering operational transformation while maintaining performance is essential, alongside the ability to lead cultural change and engage credibly with professional experts. You will combine outstanding operational judgement with the intellectual capability to grasp complex casework and contribute to the collective leadership of the organisation.

Saxton Bampfylde Ltd is acting as an employment agency advisor to the Financial Ombudsman Service on this appointment. For further information about the role, including details about how to apply, please visit roles.saxbam.com using reference GFOSN. Alternatively email belinda.beck@saxbam.com. Applications should be received by noon on Thursday 29 October 2026.