Inbound Customer Support Adviser – Hybrid

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

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.