In Depth Case Study: Financial Ombudsman Service Complaints Investigator Projects
Kind Consultancy was selected by one of the Financial Ombudsman Service’s recruitment partners to assist in the supply of a large number of Complaints Investigators for two major projects.
The project carried very specific requirements on the knowledge and experience candidates needed to have. We had previously run multiple campaigns for large scale complaints projects both for regulatory bodies and within industry. We went into the project with a very strong understanding of the market and specific knowledge of many complaints professionals we knew would be a great fit for this opportunity.
We reached out to trusted contractors we had worked with in the past, inviting them to apply for the position. Due to our extensive work in this area established through over a decade of specialist recruitment work, we were able to fill the initially requested number of submissions entirely with candidates already known to us.
These submissions were then filtered by the recruitment partner and the candidates who they assessed positively moved to the next stage. This involved the completion of an online psychometric/aptitude test. Candidates who passed the test then needed to be taken through a preliminary interview by us. The Financial Ombudsman Service provided a set of questions they needed responses to. Our team were happy to undertake this pre-interview, conducting in depth conversations with candidates on the necessary topics and recording all of the details to pass on to the FOS.
The Financial Ombudsman Service then selected the candidates that had met their expectations in the first interview and took them to a second round, conducted directly by them on a video call.
As this is a longer process than most, we made sure to stay in regular contact with all of our candidates throughout their recruitment journey, ensuring candidates stayed committed and enthusiastic about the opportunity as they waited for results and response from the client.
Finally with all stages complete, many of our candidates were selected and taken on board. Thanks to the expertise of our own compliance and onboarding staff and the positive relationships we held with each candidate, we were able to get their necessary starter checks and paperwork completed ahead of schedule – making sure all started on time, despite a very tight turnaround window.
If you’re interested in partnering with Kind Consultancy for large scale projects, you can learn more about Kind Agile Solutions and send an enquiry at https://www.kindconsultancy.com/services/interim-kind-agile-solutions/
