Address 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!
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Are you keen to help consumers and work for an organisation led by their values? We are proud of the work we do and the TRUST we build with our customers, we do the right thing, not the easy thing!
Working hours: 35 hours per week (part-time is minimum 21 hours per week). Working within the hours of 8am to 5.15pm Monday to Friday.
Salary: £24,100
Contract: Permanent
Start date: Monday15th April 2024
Location: Coventry, CV1 2GN
Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.
As a Customer Call Adviser your day will predominantly be spent on the telephone, and you’ll be the first point of contact for our customers calling the Financial Ombudsman Service.
Being customer focussed, you’ll be at the forefront of the Financial Ombudsman Service by taking calls that come through to the helpline. By listening carefully to consumers and asking the right questions, you’ll be establishing facts and following the processes and procedures that are in place to provide the right level of assistance.
Our telephone helplines can be very fast paced, so you’ll quickly get to grips with everything that your role entails. After 4 weeks office-based paid training, you will use your own judgement and inquisitive mind-set to assess whether we can be of service to the consumer.
Key responsibilities for the Customer Call Adviser:
- Handling first contact live responses - you’ll register new complaints from telephone calls from our helpline and update records on a range of IT systems, following established processes carefully and ensuring complete accuracy when inputting information
- Being proactive and innovative in looking for better ways of doing things as well as being organised so that you’re doing the right thing at the right time
- Being trustworthy – you’ll deal with sensitive customer information, so confidentiality is very important
- Being patient and empathetic - ability to converse with older and vulnerable customers over the phone
- Delivering a fair and efficient service, that reflects the diversity of our customers and our people
To be considered for this role, you’ll need to show us that you’ve got the skills, motivation and capabilities.
Minimum criteria:
- Experience of working within a contact centre environment or within a customer focused role
- Good written and verbal communication skills
- Ability to multi-task
- Empathetic mindset
Desirable Criteria:
- Complaint handling experience
- Experience within financial services
Why Financial Ombudsman Service?
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
Here’s a list of some of the many benefits and perks you can get for working with us:
- 25 days holiday entitlement plus bank holidays, with the option to buy extra or sell days
- Generous pension
- 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
- Employee Assistance Programme/Mental Health support
- Extensive opportunities for personal and career development
- Our Coventry office is 2 minutes’ walk from the main station
- Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
Apply by uploading an up to date CV. There is no need to submit a cover letter.
Closing date is 23:59 on the 10th March 2024 - please note we will be interviewing between the 4th and 15th March 2024.
Recruitment Process
1st stage - 30 min telephone interview with our Talent Team
2nd stage - 1hr virtual f2f with 2 Team Leaders from the Call Hub
A full job profile is available on request and will be provided to shortlisted candidates.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
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.
We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk and let us know your preferred method of contact.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!
- LinkedIn: Financial Ombudsman Service
- Our careers page:https://www.financial-ombudsman.org.uk/who-we-are/join-us
