Customer Call Hub Advisor Coventry, England

Financial Ombudsman Service

Full Time Coventry, England 22800 GBP ANNUAL Today

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 Call Adviser

Would you like to be the first point of contact in helping us to resolve financial services complaints in the UK? Being customer focussed, you’ll be at the forefront of the Financial Ombudsman Service by taking calls that come through to our helpline.

Weekly working hours: 35 hours per week

Work schedule: working hours are within the hours of 8am to 5.30pm Monday to Friday, there is a requirement to work 1 in every 4 Saturdays from 9am-1pm.

Salary: £22,800

Contract: Permanent

Start date: 13th November 2023

Reporting to: Customer Call Hub Team Leader

Location: Coventry, CV1 2GN

Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

Your day will predominantly be spent on the telephone, and you’ll be the first point of contact for our customers calling the Financial Ombudsman Service.

Being customer focussed, you’ll be at the forefront of the Financial Ombudsman Service by taking calls that come through to the helpline. By listening carefully to consumers and asking the right questions, you’ll be establishing facts and following the processes and procedures that are in place to provide the right level of assistance.

As a Customer Call Centre Adviser, you’ll be performing a crucial role to our front-end call services, ensuring the customers journey starts smoothly and accurately. These customers expect high-quality and reliable support, so you’ll need to work professionally, engaging with empathy and curiosity, to make sure you deliver an excellent service.

Our telephone helplines are very fast paced, so you’ll quickly get to grips with everything that your role entails. After 4 weeks paid training, you will use your own judgement and investigatory mind-set to assess whether we can be of service to the consumer.

Key responsibilities

Handling first contact live responses - you’ll register new complaints from telephone calls from our helpline and update records on a range of IT systems, following a range of established processes carefully and ensuring complete accuracy when inputting information
Being proactive and innovative in looking for better ways of doing things as well as being organised so that you’re doing the right thing at the right time
Being trustworthy – you’ll deal with sensitive customer information, so confidentiality is very important
Being flexible and adapting to changing circumstances and working practices – we work in a challenging but exciting environment
Being empathetic, ability to converse with vulnerable customers.
Forwarding on correspondence to the correct department and answering queries, when necessary
Building relationships with internal customers – to help you and your team be as efficient and effective as you can
Spotting when things are sensitive or need to be kept confidential – and ensuring you follow our security policy
Delivering a fair and efficient service, that reflects the diversity of our customers and our people

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities.

You’ll have to meet the following minimum criteria:

Experience of working within a contact centre environment or within a customer focused role
Good written and verbal communication skills

Desirable Criteria:

Complaint handling experience
Experience in contact centres within financial services

Why Financial Ombudsman Service?

Our people are the most important part of delivering our purpose. If it wasn’t for their amazing efforts, ideas and commitment we wouldn’t be able to make a difference that we do today. So, we offer an attractive, competitive salary and flexible benefits to suit them.

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
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
Employee Assistance Programme
Extensive opportunities for personal and career development
Our Coventry office is 2 minutes’ walk from the main station
Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

How do I apply?

Apply by uploading your current CV. If you'd also like to submit a cover letter, please upload this at the same time.

Applications need to be submitted by 23:59 by Sunday 1st October 2023

Due to high application numbers this advert may end earlier than expected, so please don't delay, and apply now!

Recruitment process

1st stage - 20-30 minute Telephone Interview with our Resourcing Team to go through the role in more detail.

2nd stage – 45-60 minute competency-based interview with 2 Team Leaders from the Customer Call Hub via Microsoft Teams.

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

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.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.

Find out more

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!