This Vacancy has closed.
  • Employer: Legal Ombudsman
  • Reference: INVMAY2019
  • Published: Wed 29/05/2019, 8:39 AM
  • Closing on: Fri 14/06/2019, 12:00 PM
  • Working Pattern: Full Time, Part Time
  • Hours: 375.5 hours per week, part time considered, minimum of 22.5 hours per week over 3 days
  • Salary: £29,175 per annum
  • DBS Check: Yes
  • Location: Birmingham

Vacancy Location

More Information


A great opportunity to join an organisation that helps resolve customer complaints about the service given by legal providers. Enjoy interesting and varied work and be at the heart of what we do.

We are currently looking for Investigators to join us in September 2019, they play an important part in resolving complaints.

The role

An investigator’s role is to act as the main point of contact for consumers who have a complaint about a member of the legal profession. This will include dealing with sometimes challenging and emotionally draining situations. Therefore emotional resilience is essential.

An Investigator will use a range of skills to assess if a complaint is in jurisdiction and achieve a fair outcome. These include negotiating and agreeing appropriate outcomes and, if appropriate, remedies with the parties.

What are we looking for?

You will be skilled in being able to effectively manage a caseload of complaints at various stages of the complaints process. It is vital that you are organised and methodical to enable you to work with stretching targets and balance competing demands. You will work independently to a workload management framework, but will be part of a team managed by a Team Leader. You will have support of Ombudsmen who provide guidance and direction at checkpoints throughout cases where needed.

It is essential that you have excellent telephone, customer service and negotiation skills, alongside strong analytical, written communication and IT skills. In addition you must be able to adapt to change and be willing to alter the way you work if required.

We are looking for people who have either worked in similar roles or that have the necessary skills to make them a good investigator.

How to apply

If you would like to find out more please read the job description, to apply please submit an up to date CV and a supporting statement of no more than two pages detailing how you meet the criteria in person specification.  You should ensure that you include clear examples of how you have the necessary skills and/or experience for this role.

Applicants that have applied and/or been through the selection process in May should not reapply.


Closing date:           Friday 14 June at 12pm (midday)


Selection process and dates

All applications will be reviewed, those that pass the initial sift will be telephone interviewed. Those that pass the telephone interview will be expected to attend an assessment centre and final interview as per the dates below.


Assessment centre: to be held on 3, 4, 6 & 7 July 2019

Final stage interview: Week commenting 15 July

Start date for successful candidate is Monday 9 September 2019

 Regrettably, there is no flexibility on these dates.

Whilst part-time hours will be considered, it is essential that successful candidates are able to work on a full-time basis whilst undergoing their 3-4 week mandatory training.