At a Glance
- Tasks: Engage with customers, handle complaints, and provide top-notch service in a dynamic environment.
- Company: Join the Financial Ombudsman Service, a values-driven organisation making a real impact.
- Benefits: Enjoy hybrid working, competitive salary, health perks, and 25 days holiday.
- Other info: Diverse, inclusive culture with opportunities for personal and professional development.
- Why this job: Be part of a team that values purpose, ambition, respect, and trust while growing your career.
- Qualifications: Experience in call centres, strong communication skills, and a passion for customer service.
The predicted salary is between 27728 - 27728 € 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!
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: £27,728
Working hours: 35 hours per week. Working within the hours of 8am to 5.30pm Monday to Friday.
Location: London Exchange Tower, Canary Wharf
Start Date: 27th July 2026
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.
This is a great opportunity to learn about the Financial Ombudsman and the work that we do.
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.
What the role involves:
- Handling first contact with customers – registering new complaints and updating records accurately across multiple IT systems, following established processes
- Being proactive, organised and open to new ways of working to ensure the right things are done at the right time
- Acting with integrity – handling sensitive customer information with care and maintaining strict confidentiality
- Being flexible and adaptable in a fast‑paced, evolving environment
- Putting customers first – communicating clearly, thoughtfully and confidently, tailoring your verbal and written communication to their needs
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.
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
- Gym membership discounts, and a fully equipped on-site gym open 24/7 in London
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 Monday 25th May 2026
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 a virtual interview for w/c 8th June 2026.
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.
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.
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.
Don’t miss out be part of the journey and take advantage of this opportunity.
Customer Call Hub Adviser in London employer: Financial Ombudsman Service
At the Financial Ombudsman Service, we pride ourselves on being a values-led organisation that fosters a culture of Purpose, Ambition, Respect, and Trust. Located in the vibrant Canary Wharf, our hybrid working model allows for flexibility while maintaining a collaborative office environment. With extensive personal and career development opportunities, competitive benefits, and a commitment to diversity and inclusion, we invite you to join us in making a meaningful impact in the financial services sector.
Contact Detail:
Financial Ombudsman Service Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Call Hub Adviser in London
✨Tip Number 1
Get to know the company! Before your interview, dive into the Financial Ombudsman’s values and mission. This will help you connect your experiences with what they stand for, showing that you're not just another candidate but someone who truly aligns with their purpose.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your customer service skills and adaptability, as these are key for the Customer Call Hub Adviser role.
✨Tip Number 3
Be ready to share your stories! Think of specific examples from your past work that highlight your ability to handle challenging customers and multi-task effectively. This will help you stand out and show that you’ve got the experience they’re looking for.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a couple of thoughtful questions prepared. This shows your curiosity and interest in the role, plus it gives you a chance to see if the company is the right fit for you too!
We think you need these skills to ace Customer Call Hub Adviser in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Call Hub Adviser role. Highlight your call centre experience and any customer service achievements to grab our attention!
Craft a Compelling Supporting Statement:Use the supporting statement box to showcase how you meet the minimum criteria. Be specific about your experiences and how they align with our values of Purpose, Ambition, Respect, and Trust.
Be Authentic:We love genuine applications! Avoid using AI tools to generate your CV or statement. Show us your true self and let your personality shine through in your writing.
Apply Early:Don’t wait until the last minute! With high application numbers, it’s best to submit your application as soon as possible. Head over to our website and get your application in today!
How to prepare for a job interview at Financial Ombudsman Service
✨Know the Company Inside Out
Before your interview, take some time to research the Financial Ombudsman Service. Understand their values, mission, and the role they play in UK Financial Services. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
As a Customer Call Hub Adviser, your ability to communicate clearly and empathetically is crucial. Prepare examples from your past experiences where you successfully handled challenging customer interactions. Highlight how you tailored your communication to meet diverse customer needs.
✨Demonstrate Your Adaptability
The role requires flexibility in a fast-paced environment. Be ready to discuss situations where you've had to adapt quickly to changes or new processes. This shows that you're proactive and open to new ways of working, which aligns with the company's values.
✨Prepare for Common Interview Questions
Anticipate questions related to your experience in call centres, handling complaints, and working with IT systems. Practise your responses, focusing on how you meet the minimum criteria outlined in the job description. This preparation will boost your confidence during the interview.
