Customer Call Hub Adviser
Customer Call Hub Adviser
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Job Description
Looking for a new challenge
Take a look at our current vacancies. If you see a vacancy that is right for you we encourage you to apply!
The Financial Ombudsman Service is a free and easy to use independent organisation that plays a vital role in UK Financial year we help resolve thousands of disputes between consumers or small businesses and their financial service providers.
Working hours: 35 hours per week. Working within the hours of 8am to 5.30pm Monday to Friday.
Salary: 24100 benefits *
Contract: Permanent
Start date: 30th June 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 cant 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 youll 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 youll 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 youll 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 youll need to show us that youve 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 multitask 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: also offer an attractive competitive salary and flexible benefits to suit our people. Heres 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 noncontributory 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 Womens 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 uptodate copy of your CV explaining any gaps in employment.
Recruitment Process
Eligible candidates will be invited to complete a short online assessment. If you pass this stage youll then be invited to an Open Day on the Tuesday 13th May 2025 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.
Were proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
Were 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 were diverse and inclusive well 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 underrepresented 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 candidates 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 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 dont forget to follow us while youre there!
LinkedIn: Financial Ombudsman Service
Our careers page: Experience:
Unclear Seniority
Employment Type
Full Time
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