Customer Services Adviser (Inbound)

Financial Ombudsman; Coventry; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday entitlement

Pension plan

Private medical insurance

Hybrid working

Job summary

Financial Ombudsman Service in Coventry seeks a Customer Services Adviser to handle inbound customer inquiries and guide complaints through early stages. You will act as the voice of the organisation, listening carefully and steering customers with empathy.

You’ll receive onsite training and work within a hybrid model, balancing office presence with remote support. The role requires strong communication skills and a customer‑first mindset.

Qualifications

• Proven experience in a call centre, contact centre or customer service environment.
• Demonstrable experience supporting diverse customers, including vulnerable and challenging individuals.
• Strong verbal and written communication skills; ability to explain complex information clearly and without jargon.
• Able to manage a busy workload and meet performance goals.
• Proficient in IT systems, including Microsoft Office, and comfortable working across dual screens.

Responsibilities

• First point of contact; assist customers with setting up complex complaints via inbound helpline.
• Communicate clearly, ask questions to reach the heart of the problem.
• Handle sensitive data with strict confidentiality.
• Listen actively and adapt communication to diverse customers; manage challenging calls.

Skills

Customer service experience

Verbal communication

Written communication

Data entry

Tools

Microsoft Office

Job description

Customer Services Adviser (Inbound)

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. We’re happy to consider part‑time working for this role, either 21 or 28 hours per week. Suitable working patterns would need to cover core hours, for example 10am–3pm, 9:30am–2:30pm, or 9am–5pm on Monday, Tuesday and Wednesday. If applying for part‑time hours, please include your availability in your application. Please note: part time applications will be required to complete full time hours for the first 4 weeks whilst training.

Location: Coventry, CV1 2GN

Start Date: 2nd November 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

The 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

Minimum criteria

• Proven experience in a call centre, contact centre 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

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

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.

Benefits and perks

• 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

The Coventry office is 2 minutes’ walk from the main train station

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 15th September 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.

Equal Opportunity Employer

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.

Please click on the link below to find out more https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion

Join our community – This is a great opportunity to learn about the Financial Ombudsman and the work that we do.

https://www.linkedin.com/groups/13209028/

Who we are…

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.

You can read more about Diversity and Inclusion.

We are proud to be a Disability Confident Leader. Disabled applicants who fulfil the minimum criteria for the role will be progressed to the next stage of the process.

Do let us know of any reasonable adjustments you need.

You will need to demonstrate that you meet the minimum criteria in order to qualify for the Disability Confident scheme.