At a Glance
- Tasks: Support customers by guiding them through their complaints and ensuring they feel heard.
- Company: Join the Financial Ombudsman Service, a vital player in UK Financial Services.
- Benefits: Enjoy hybrid working, health plans, gym memberships, and generous holiday entitlement.
- Other info: Diverse, inclusive culture with great opportunities for personal and career growth.
- Why this job: Make a real difference by helping customers resolve their financial disputes.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 25856 - 25856 £ 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: £25,856
Working hours: 35 hours per week. Working within the hours of 8am to 5.30pm Monday to Friday.
Location: Coventry, CV1 2GN
Start Date: 7th September 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.
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: Our Customer Call Hub is often the first point of contact for customers who need our help. You’ll play an important role in making sure every customer feels listened to, supported and guided through the early stages of their complaint. As the voice of the Financial Ombudsman Service, you’ll respond to calls efficiently, ask the right questions and use your judgement to help move complaints forward accurately and in good time.
In this role, you’ll build your understanding of our different product areas, processes and the types of complaints we can and can’t help with. You’ll also learn how to find the right guidance and support so you can give customers clear, confident and helpful next steps.
By listening carefully, asking thoughtful questions and communicating with empathy, you’ll get to the heart of each customer’s situation and help progress their complaint in a way that is fair, clear and timely.
You don’t need to know everything from day one, we’ll provide full onsite training for the first 4–6 weeks to help you build the knowledge, confidence and skills you need to succeed.
Key responsibilities for the Customer Services Adviser role, known internally as Customer Call Hub Adviser:
- 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.
To be considered for this role, you’ll need to show us that you’ve got the right skills and motivation. You’ll have to meet the following minimum criteria:
- Proven experience in a call center, contact center or customer service 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.
- Able to manage a busy workload, balance different tasks and work towards agreed performance goals.
- 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.
- Demonstrates curiosity by proactively seeking to understand processes, ask thoughtful questions, and embrace new ideas, whilst adhering to company values.
Why You'll Love Working With Us:
- Flexibility: Work your way: hybrid, or in-office.
- Wellbeing: Health plan, gym memberships, mental health support.
- Growth: We invest in your future with us, extensive opportunities for personal and career development.
- 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, to apply: Please upload an up-to-date copy of your CV and include any gaps in employment. If you’d like to, you can also use the supporting statement box to tell us why you feel you would be a great fit for the role. Applications need to be submitted by 11:59pm on Sunday 12th July 2026.
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!
Recruitment Process: If you meet the minimum criteria, we’ll invite you to complete a series of online assessments. If you’re successful at this stage, you’ll then be asked to complete a video interview at a time that’s convenient for you. If you’re successful, you’ll have the option to attend an Open Day on Tuesday 21st July 2026 at our Coventry office, where you can hear more about the role, meet the team and interview in person. If attending the Open Day isn’t convenient, you’ll also have the option to interview remotely with our team.
A full job profile is available on request and will be provided to candidates prior to completing any assessments or interviews.
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.
Customer Services Adviser (Inbound) in Coventry employer: Financial Ombudsman
At the Financial Ombudsman Service, we pride ourselves on being a values-driven organisation that fosters a culture of Purpose, Ambition, Respect, and Trust. Our Coventry office offers a vibrant work environment with hybrid working options, extensive personal and career development opportunities, and a comprehensive benefits package including health plans and generous holiday entitlement, making it an excellent place for those looking to make a meaningful impact in customer service.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Financial Ombudsman 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!
How to prepare for a job interview at Financial Ombudsman
✨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.
