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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.
Location: Coventry, CV1 2GN
Start Date: 7th September 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
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 center, contact center 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. 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 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
- Our Coventry office is 2 minutes’ walk from the main train station
Let’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 12th July 2026
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!
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 21st July 2026 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
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/
Skills Required
- 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; ability to explain complex or technical information clearly without jargon.
- Ability to manage a busy workload, balance tasks and work towards agreed performance goals.
- Proficient in IT systems, including Microsoft Office, and comfortable working across dual screens.
- Experience in complaint handling.
- Knowledge of financial products.
- Demonstrates curiosity by proactively seeking to understand processes and ask thoughtful questions.
What We Do
We’ve been sorting out complaints between financial businesses and their customers since we were set up by Parliament in 2001. Our service is free for consumers, and every year well over 1 million people contact us with queries and complaints about all kinds of financial products and services, for example: o bank accounts, payments and cards o payment protection insurance (PPI) o home, car, travel and other types of insurance o loans and other credit, like car finance o debt collection and repayment problems o mortgages o financial advice, investments and pensions If a financial business and a consumer can’t resolve a complaint themselves, we’ll investigate and give an unbiased answer about what has happened. If we decide someone has been treated unfairly, we’ll use our legal powers to put things right. When we decide a financial business has behaved unfairly, we tell them what they should do to put things right. And when we don’t uphold a complaint, we help give people a better understanding of why a business has acted in the way they have. Our work is often challenging, but it makes a real difference to people’s lives. Working for us means you’ll get the satisfaction of helping others, and helping to make the financial sector fairer. Our staff tell us that they’re proud of the work they do, helping to put things right. What we do here makes a positive difference every day. Find out more about what we do, what it's like to work here and the roles we offer on our career pages, or by visiting our website
