Upcoming Business Changes – making sure we work for you

Ombudsman Services | 01 September 2020

We pride ourselves on being able to offer consumers, businesses and our regulatory partners with a quality service and that can only be achieved if our internal business structures and processes work together seamlessly and always with the customer at the forefront of our mind.

We are always listening to feedback on how we can improve what we do and as part of an ongoing review, we’ve identified ways to improve the delivery of our services to business customers (PCs) and regulators so that it’s quicker and easier for them to access our teams, our knowledge and our resources.

With that in mind, we’re making some changes to the structure of our teams in order to create closer connections between our operational teams, our external relationship teams and our customers. These changes will see our Relationships Team merging with our Regulatory Affairs Team under the leadership of Ed Dodman, our Director of Regulatory Affairs and Relationships.

As a result of this change, the role of Director of Relationships will become redundant. That means the incumbent of this post, Jodi Hamilton, will be leaving Ombudsman Services in the coming weeks. Jodi has been a tremendous asset to Ombudsman Services, and we wish her the very best of luck in her future endeavours.

We also recognise the need to create more consistency in our organisational brand and tone of voice, both internally with our colleagues and externally amongst our customers, partners and the wider general public. With that in mind, we will be combining our internal and external communication functions to become one dedicated team.

As we implement these changes into our organisation and embed our new teams over the coming weeks, we will share our progress with you along with any additional details that you’ll need to be aware of.