Customer Call Hub Adviser

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!

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: £25,225

Working hours: 35 hours per week. Working within the hours of 8am to 5:30pm Monday to Friday.

Location: Coventry, CV1 2GN

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. As well as extensive opportunities for personal and career development.

Join our community – This is a great opportunity to learn about the Financial Ombudsman and the work that we do.

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 Customer Call Hub acts as a first contact point for our customers at the start of their journey with us, and throughout all stages of their complaint. As the voice of the business, we need to answer calls quickly and efficiently, being experts in relevant questioning and quick understanding through knowledge and experience to ensure a smooth journey for all our customers so that their complaints are being progressed accurately and in a timely manner.

As a Customer Call Hub Adviser, you will develop knowledge of our product areas, processes, understanding what we can and can’t help customers with and where to go for help.

By listening carefully, asking thoughtful questions, thinking pragmatically, and communicating empathetically, you’ll quickly understand and get to the heart of the problems customers bring to us and gain the confidence to progress their complaints quickly. Full training will be given onsite for the first 4-6 weeks.

• 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

• Proven experience of working in a call centre 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.
• Ability to multi-task and consistently achieve key performance indicators (KPIs).
• Demonstrates curiosity by proactively seeking to understand processes, ask thoughtful questions, and embrace new ideas, whilst adhering to company values.
• Proficient in IT systems, including Microsoft Office, and comfortable working across dual screens.

• Experience in complaint handling
• Knowledge of financial products

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://

• Flexibility:
  Work your way – remote, hybrid, or in-office
• Wellbeing:
  Health plan, gym memberships, mental…