Customer Call Hub Adviser

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: £25,225

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.

This is a great opportunity to learn about the Financial Ombudsman and the work that we do. 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 for the 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.

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:

• 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. Applications need to be submitted by 11:59PM on Sunday 9th November.

Recruitment Process: Eligible candidates will be invited to complete a short online assessment. 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 18th November 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.

The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. 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.

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.

With fairness at the heart of everything we do, we embrace difference and treat everyone as equals. We’re a diverse organisation, but something we all share is our values. They’re central to the way we work – and work together. We’re an independent, not-for-profit organisation that sorts out disputes between financial businesses and their customers. We do this by making decisions that are fair – and feel fair to both sides.

The Financial Ombudsman Service is an equal opportunities employer. All applicants will be treated in a fair and equal manner and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation. We’re committed to being a great place to work – attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.