Customer Services Adviser (Inbound)

Customer Services Adviser (Inbound)

Reporting to: Customer Call Hub Team Leader

Contract: Permanent

Salary: £25,856

Working hours: 35 hours per week - 8:00am to 5:30pm, Monday to Friday

Location: Coventry, CV1 2GN

Start date: 7th September 2026

Hybrid Working Policy

Office presence: at least four days across a fortnight.

About the Financial Ombudsman Service

The Financial Ombudsman Service is an independent, free and easy to use organisation that resolves disputes between consumers or small businesses and financial service providers.

Role Purpose

As a Customer Call Hub Adviser you will be the first point of contact for customers, supporting and guiding them through the early stages of their complaint, ensuring clear and timely resolution.

Key Responsibilities

• Support and help customers with setting up complex complaints from the inbound helpline and accurately input data into systems.
• Communicate fluidly and clearly, asking the right questions to get to the heart of the problem.
• Handle sensitive customer information with confidentiality.
• Listen carefully and adapt communication style to suit diverse customers, showing resilience on challenging calls.

Minimum Qualifications

• Proven experience in a call centre, contact centre or customer service environment.
• Experience supporting diverse customers, including vulnerable and challenging individuals.
• Strong verbal and written communication skills, able to explain technical information clearly without jargon.
• Ability to manage a busy workload, balance tasks, and achieve performance goals.
• Proficient in IT systems, including Microsoft Office, comfortable using dual screens.

Nice to Have

• Experience in complaint handling.
• Knowledge of financial products.
• Proactive curiosity, willingness to learn new processes, and alignment with company values.

Benefits

• 25 days holiday entitlement (with option to buy or sell days)
• Generous pension scheme
• Private medical insurance, critical illness cover, life assurance
• Flexible voluntary benefits such as technology scheme, cycle to work, will writing service

Equality, Diversity and Inclusion

The Financial Ombudsman Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all. All applicants will be treated fairly and without discrimination. We encourage applications from under represented groups.

We are a Disability Confident Leader. Disabled applicants who meet the minimum criteria will be progressed to the next stage and may request reasonable adjustments.