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For Companies At a Glance
- Tasks: Be the first point of contact for customers, helping them with their complaints.
- Company: Join the Financial Ombudsman Service, a vital player in UK Financial Services.
- Benefits: Enjoy 25 days holiday, flexible working, and a generous pension scheme.
- Why this job: Make a real impact by resolving financial disputes and supporting diverse customers.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Hybrid work model with opportunities for career development and inclusivity initiatives.
The predicted salary is between 21500 - 29500 £ per year.
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!
Customer Call Hub Adviser
Join a team where Purpose drives everything we do, Ambition fuels our growth, Trust builds our foundation, and Respect shapes our culture. We’re not just hiring — we’re inviting you to build the future with us. If you’re curious, driven, and ready to leave your mark, this is your invitation to make your next move.
Reporting to: Customer Call Hub Team Leader
Contract: Permanent
Salary: £25,225
Working hours: 35 hours per week. Working within the hours of 8am to 5:30pm Monday to Friday.
Location: Coventry, CV1 2GN
By joining our team, you’ll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.
Join our community – This is a great opportunity to learn about the Financial Ombudsman and the work that we do. https://www.linkedin.com/groups/13209028/
About Us
The Financial Ombudsman Service is a free and easy to use independent organisation that plays a vital role in UK Financial Services. Every year we help resolve thousands of disputes between consumers or small businesses and their financial service providers.
The purpose of your role
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 business, 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.
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. Full training will be given onsite for the first 4-6 weeks.
Key responsibilities
- 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
Minimum criteria
- Proven experience of working in a call centre environment.
- Demonstrable experience of supporting diverse customers, including vulnerable and challenging individuals.
- Passionate about providing excellent customer service through strong verbal and written communication skills, with the ability to explain complex and technical information clearly and without the use of jargon.
- Ability to multi-task and consistently achieve key performance indicators (KPIs).
- Demonstrates curiosity by proactively seeking to understand processes, ask thoughtful questions, and embrace new ideas, whilst adhering to company values.
- Proficient in IT systems, including Microsoft Office, and comfortable working across dual screens.
It would also be nice for you to have
- Experience in complaint handling
- Knowledge of financial products
Why you\’ll love working with us
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
- Flexibility: Work your way – remote, hybrid, or in-office
- Wellbeing: Health plan, gym memberships, mental health support
- Growth: We invest in your future with courses, mentorship, promotions
- Culture: Diverse. Inclusive. Collaborative. Fun.
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, with the option to buy extra or sell days
- Generous 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, Cycle to work scheme, Will‑writing service amongst others
- Our Coventry office is 2 minutes’ walk from the main train station
Let’s make this easy
Please upload an up-to-date copy of your CV explaining any gaps in employment and use the supporting statement box to address how you meet the minimum criteria.
Applications need to be submitted by 11:59pm on Sunday 8th March 2026.
Authenticity of applications
We value authentic personal applications. If we determine that your CV or supporting statement was generated using AI tools, your application may be withdrawn from consideration.
Recruitment Process
Eligible candidates will be invited to complete a series of online assessments. If you pass this stage, you\’ll have a telephone interview with a member of the Talent Acquisition team. Those successful will be invited to an Open Day on the Tuesday 17th March 2026 at our Coventry office to hear more about the role, what we do and have a F2F interview.
Due to high application numbers this advert may end earlier than the date specified, so please don\’t delay and apply now! A full job profile is available on request and will be provided to shortlisted candidates prior to interview.
Equal Opportunity Employer
The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team. We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities. Please click on the link below to find out more: https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion
Don’t miss out – be part of the journey and take advantage of this opportunity.
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Customer Call Hub Adviser employer: Financial Ombudsman Service
Contact Detail:
Financial Ombudsman Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Call Hub Adviser
✨Tip Number 1
Familiarise yourself with the Financial Ombudsman Service and its values. Understanding their mission and how they resolve financial disputes will help you align your answers during interviews, showcasing your genuine interest in the role.
✨Tip Number 2
Brush up on your communication skills, especially in handling difficult conversations. Practising active listening and empathetic responses can prepare you for the types of calls you'll be managing as a Customer Call Hub Adviser.
✨Tip Number 3
Gain a basic understanding of financial products and complaint handling processes. This knowledge will not only boost your confidence but also demonstrate your proactive approach to potential employers.
✨Tip Number 4
Prepare for the online assessment by practising common customer service scenarios. Familiarity with typical questions and situations can help you perform better and stand out in the recruitment process.
We think you need these skills to ace Customer Call Hub Adviser
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-focused roles. Emphasise your communication skills and any previous call centre or complaint handling experience, as these are key for the Customer Call Hub Adviser position.
Craft a Strong Supporting Statement: Use the supporting statement field to directly address the minimum criteria listed in the job description. Provide specific examples of how you've demonstrated strong communication skills, an inquisitive mindset, and the ability to handle sensitive information.
Showcase Your IT Skills: Mention your experience with IT systems, particularly Microsoft Office and working across dual screens. This is important for the role, so be sure to include any relevant details that demonstrate your proficiency.
Research the Company Values: Familiarise yourself with the Financial Ombudsman Service's values of Purpose, Ambition, Respect, and Trust. Reflect these values in your application to show that you align with their culture and mission.
How to prepare for a job interview at Financial Ombudsman Service
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Call Hub Adviser. Familiarise yourself with the key tasks such as handling customer complaints and using IT systems. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Communication Skills
As a Customer Call Hub Adviser, strong communication skills are essential. During the interview, practice clear and concise responses. Use examples from your past experiences to illustrate how you've effectively communicated with customers, especially in challenging situations.
✨Demonstrate Empathy and Listening Skills
The ability to listen and empathise with customers is crucial in this role. Be prepared to discuss how you approach difficult conversations and how you ensure customers feel heard and valued. Share specific examples that highlight your listening skills and your ability to ask the right questions.
✨Research the Company Values
The Financial Ombudsman Service places a strong emphasis on its values: Purpose, Ambition, Respect, and Trust. Familiarise yourself with these values and think about how they align with your own. Be ready to discuss how you embody these values in your work, as this will show your commitment to the organisation's culture.