Customer Call Hub Adviser

Working hours: 35 hours per week. Working within the hours of 8am to 5.30pm Monday to Friday.

Salary: £24,100 + benefits *

Contract: Permanent

Start date: 6th May 2025

Location: Coventry, CV1 2GN

Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

The Customer Call Hub acts as a first contact point for our customers at the start of their journey with us, and throughout all stages of their complaint. As the voice of the Service we need to answer calls quickly and efficiently, being experts in relevant questioning and quick understanding through knowledge and experience to ensure a smooth journey for all our customers so that their complaints are being progressed accurately and in a timely manner.

As a Customer Call Hub Adviser, you will develop knowledge of our product areas, processes, understanding what we can and can’t help customers with and where to go for help. Full training will be given.

By listening carefully, asking thoughtful questions, thinking pragmatically, and communicating empathetically, you’ll quickly understand and get to the heart of the problems customers bring to us and gain the confidence to progress their complaints quickly.

Key responsibilities for the Customer Call Hub Adviser:

• Being the first point of contact - you’ll support and help customers with setting up complex complaints from our inbound helpline, accurately inputting data on our systems

• A fluid and clear communicator, you will be naturally inquisitive and have the ability to get to the heart of the problem

• Being trustworthy – you’ll deal with sensitive customer information, so confidentiality is very important 

• Being a good listener who can ask the right questions – you have the ability to adapt your communication style to suit the diverse range of customers and have the resilience to deal with challenging calls

To be considered for this role, you’ll need to show us that you’ve got the right skills and motivation.

Minimum criteria:

• Previous experience of working within a customer focussed role

• Ability to naturally converse with members of the public

• Strong communication skills, both verbal and written

• Ability to multi-task and work to a range of KPIs

• Inquisitive mindset

Desirable Criteria:

• Previous Call Centre experience

• Complaint handling experience

• Knowledge of financial products

Why the Financial Ombudsman Service?

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy.  They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement plus bank holidays, with the option to buy extra or sell days

• Generous non-contributory pension – we pay an equivalent amount of up to 12% of your salary into your pension

• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave

• Employer provided benefits such as Private Medical Insurance, Virtual GP, Critical Illness cover, Life Assurance cover to name a few

• Choice of voluntary benefits including Technology scheme and Cycle to work scheme

• Employee Assistance Programme

• Opportunities for career development

• Our Coventry office is 2 minutes’ walk from the main train station

• Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too! 

How do I apply?

Please upload an up-to-date copy of your CV explaining any gaps in employment.

Recruitment Process

Eligible candidates will be invited to complete a short online assessment. Successful candidates will then be invited to an Open Day on the 10th or 17th March at our Coventry office to have a F2F interview.

A full job profile is available on request and will be provided to shortlisted candidates prior to interview.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.   

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.

Find out more

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!

• LinkedIn: Financial Ombudsman Service

• Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us