Independent Assessor

Financial Ombudsman Service

London: two days per week, with an anticipated working pattern of office attendance two days per month

  • Location London: two days per week, with an anticipated working pattern of office attendance two days per month
  • Sector Regulation & Professional Standards
  • Client Financial Ombudsman Service
  • Job Type Permanent
  • Salary/Remuneration Per diem rate of £650
  • Reference GSe133808
  • Closing Date 12:00 Midday on Monday 20 July 2026

We are seeking an exceptional Independent Assessor to provide independent, authoritative and impartial oversight of late stage service complaints at the Financial Ombudsman Service. As the final stage for customers unhappy with the service they have received from the Ombudsman Service, you will help ensure the highest standards of customer service and will play a key role in identifying areas of improvement. Reporting directly to the Board, you will act as the final arbiter on whether complaints have been handled appropriately, bringing independent judgement and reinforcing accountability, transparency, and continuous improvement across the organisation.

This is a unique role which will draw on your experience of setting clear frameworks within established practices for teams to operate on your behalf, identifying systemic themes and contributing directly to Board discussions. As our Independent Assessor you will ensure consistency, quality, and fairness in all reviews carried out by the Independent Assessor team.

To succeed, you will bring substantial senior-level experience in customer experience and complaint handling, ideally within legal, regulatory, ombudsman or dispute-resolution settings. You will demonstrate outstanding judgement, the ability to get to the heart of an issue and will have a track record of engaging effectively at executive and Board level. Experience of leading teams, analysing trends, and driving insight-led change is essential.

Equally important are your behaviours: independence of mind balanced with collaborative influence, resilience in making difficult decisions, and a commitment to fairness and customer service excellence. You will be confident delivering outcomes that may be challenged, while maintaining credibility, integrity, and respect on all sides.

If you are motivated by purpose, thrive on accountability, and want to shape better outcomes at scale, this is a uniquely rewarding opportunity and we encourage you to read the candidate pack via the Apply link below.

To arrange a confidential discussion about this opportunity please contact us on this email: IAAppointment@gatenbysanderson.com

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