Customer Services Adviser (Inbound)

Financial Ombudsman Service; Coventry; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Generous pension

Private medical insurance

Hybrid working

Job summary

The Financial Ombudsman Service in Coventry is seeking a Customer Services Adviser (Inbound) to be the first point of contact for customers needing help with their complaints. You’ll input data, gather details and guide cases through initial steps.

The role offers hybrid working, a 35-hour week, and training. You’ll join a values-led organisation that emphasizes purpose, ambition, respect and trust, with a supportive environment for development.

Qualifications

• Experience in a call centre or customer service environment.
• Experience supporting diverse customers, including vulnerable individuals.
• Excellent verbal and written communication with clarity and no jargon.
• Ability to manage a busy workload and meet performance goals.
• Proficient IT skills including Microsoft Office and dual-screen use.

Responsibilities

• Be the first point of contact; support customers with setting up complex complaints from our inbound helpline and input data on our systems.
• Communicate clearly, ask thoughtful questions, and get to the heart of the problem.
• Handle sensitive customer information with confidentiality.
• Practice active listening and adapt your communication style for a diverse range of customers; manage challenging calls.

Skills

Call centre experience

Strong communication

Microsoft Office proficiency

Diverse customers handling

Job description

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!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 LeaderContract: PermanentSalary: £25,856Working 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.Location : Coventry, CV1 2GNStart Date: 2nd November 2026By 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 usThe 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 roleOur 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 systemsA fluid and clear communicator, you will be naturally inquisitive and have the ability to get to the heart of the problemBeing trustworthy, you’ll deal with sensitive customer information, so confidentiality is very importantBeing 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 callsTo 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 jargonAble 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 handlingKnowledge of financial productsDemonstrates 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-valuesFlexibility : Work your way: hybrid, or in-officeWellbeing : Health plan, gym memberships, mental health supportGrowth : 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. 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 daysGenerous pensionVarious Family Friendly Policies, including enhanced maternity pay, carers and dependants leaveEmployer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a fewChoice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst othersOur Coventry office is 2 minutes’ walk from the main train stationLet’s Make This Easy, to apply:Please upload an up-to-date copy of your CV and include any gaps in employment. If you’d like to, you can also use the supporting statement box to tell us why you feel you would be a great fir for the role.Applications need to be submitted by 11:59pm on Sunday 30th August 2026Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!Recruitment ProcessIf 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 applicationsWe value authentic personal applications. If we determine that your CV or supporting statement was generated using AI tools, your application may be withdrawn from considerationThe 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 morehttps://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusionJoin 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/