Customer Services Adviser (Inbound)

financialombudsman; Coventry; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Hybrid work

Health plan

Gym memberships

Mental health support

Job summary

The Financial Ombudsman Service in Coventry is seeking a Customer Services Adviser (Inbound) on a permanent basis. The role is 35 hours per week with hybrid working, covering core hours 8am–5:30pm, Monday to Friday. Part-time options are considered, with training needing full-time hours for four weeks.

Start date 2 November 2026. You will support customers on our helpline, input data accurately and guide the next steps in their complaints, with full onsite training provided initially.

Qualifications

• 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 with clear and jargon-free explanations.
• Able to manage a busy workload and work to performance goals.
• Proficient in IT systems, including Microsoft Office, and comfortable using dual screens.

Responsibilities

• Be the first point of contact, supporting customers with inbound helpline queries and inputting data accurately.
• Communicate clearly, listen attentively, and get to the heart of the problem.
• Handle confidential customer information with care and confidentiality.
• Adapt your communication style to a diverse customer base and handle challenging calls.
• Attend training and build knowledge across product areas to support customers.

Skills

Call centre experience

Customer service

Verbal and written communication

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.

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 requited to complete full time hours for the first 4 weeks whilst training.

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.

Location : Coventry, CV1 2GN

Start Date: 2nd November 2026

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:

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 : W