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
Join a dynamic team at the Financial Ombudsman, where our values of Purpose, Ambition, Respect, and Trust create a supportive and inclusive work culture. As a PMO Lead in London, you'll benefit from flexible working arrangements, extensive personal and career development opportunities, and a strong focus on employee wellbeing. With a commitment to diversity and a range of generous benefits, including private medical insurance and gym membership discounts, we invite you to help shape how change is delivered across our organisation.
Contact Details:
Financial Ombudsman Service Recruitment Team
