At a Glance
- Tasks: Support customers with complaints and ensure clear resolutions through effective communication.
- Company: Join the Financial Ombudsman Service, a leader in resolving financial disputes.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a generous pension scheme.
- Other info: Embrace a diverse and inclusive workplace with opportunities for growth.
- Why this job: Make a real difference by helping customers navigate their financial issues.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 25856 - 25856 £ per year.
Reporting to: Customer Call Hub Team Leader
Contract: Permanent
Salary: £25,856
Working hours: 35 hours per week – 8:00am to 5:30pm, Monday to Friday
Location: Coventry, CV1 2GN
Start date: 7th September 2026
Hybrid Working Policy: Office presence at least four days across a fortnight.
About the Financial Ombudsman Service: The Financial Ombudsman Service is an independent, free and easy to use organisation that resolves disputes between consumers or small businesses and financial service providers.
Role Purpose: As a Customer Call Hub Adviser you will be the first point of contact for customers, supporting and guiding them through the early stages of their complaint, ensuring clear and timely resolution.
Key Responsibilities:
- Support and help customers with setting up complex complaints from the inbound helpline and accurately input data into systems.
- Communicate fluidly and clearly, asking the right questions to get to the heart of the problem.
- Handle sensitive customer information with confidentiality.
- Listen carefully and adapt communication style to suit diverse customers, showing resilience on challenging calls.
Minimum Qualifications:
- Proven experience in a call centre, contact centre or customer service environment.
- Experience supporting diverse customers, including vulnerable and challenging individuals.
- Strong verbal and written communication skills, able to explain technical information clearly without jargon.
- Ability to manage a busy workload, balance tasks, and achieve performance goals.
- Proficient in IT systems, including Microsoft Office, comfortable using dual screens.
Nice to Have:
- Experience in complaint handling.
- Knowledge of financial products.
- Proactive curiosity, willingness to learn new processes, and alignment with company values.
Benefits:
- 25 days holiday entitlement (with option to buy or sell days)
- Generous pension scheme
- Private medical insurance, critical illness cover, life assurance
- Flexible voluntary benefits such as technology scheme, cycle to work, will‑writing service
Equality, Diversity and Inclusion: The Financial Ombudsman Service is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all. All applicants will be treated fairly and without discrimination. We encourage applications from under‑represented groups. We are a Disability Confident Leader. Disabled applicants who meet the minimum criteria will be progressed to the next stage and may request reasonable adjustments.
Customer Services Adviser (Inbound) in Coventry employer: Financial Ombudsman Service
The Financial Ombudsman Service is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With a competitive salary, generous benefits including a robust pension scheme and private medical insurance, and a commitment to diversity, employees in Coventry can thrive in a dynamic environment while making a meaningful impact in resolving customer disputes.
Contact Details:
Financial Ombudsman Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Adviser (Inbound) in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Financial Ombudsman Service. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Financial Ombudsman Service before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Adviser (Inbound) in Coventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Financial Ombudsman Service:Your cover letter is your chance to shine! Tell us why you want to work at Financial Ombudsman Service specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Financial Ombudsman Service!
How to prepare for a job interview at Financial Ombudsman Service
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
