Senior Ombudsman, Scams

About the role

The Senior Ombudsman, Scams will lead and develop a team of dispute resolution specialists, providing technical advice and professional coaching to ensure independent, fair and consistent decisions for consumers.

Key responsibilities

• Contribute to shaping the Scams portfolio plan and new ways of working to deliver fair decisions.
• Manage team budget, workforce planning and resource allocation to meet functional goals.
• Coach, guide and develop direct reports, including conducting quality assurance.
• Engage with members, industry associations and consumer groups to improve industry standards.

Required profile

• Legal qualifications with senior executive experience in consumer resolution, EDR schemes or regulatory agencies.
• Experience in financial services, digital platforms or telecommunications is advantageous.
• Proven track record of managing teams and driving continuous improvement.

Required skills

• Strong knowledge of relevant product law, practice and regulations.
• Excellent communication, empathy and resilience for handling conflict.

What we offer

• Hybrid working with two days a week in modern offices.
• Inclusive leave options including gender affirmation, women’s health, and bonus paid time off.
• Accreditations for LGBTQ+ inclusion and family‑friendly workplace.