Customer Call Hub Adviser

Customer Call Hub Adviser

We are looking for a Customer Call Hub Adviser to join our team at the Financial Ombudsman Service, based in London Exchange Tower, Canary Wharf. The role is permanent, offers a salary of £27,728, a 35‑hour work week (8:00‑17:30, Monday‑Friday) and starts on 27th July 2026. Our flexible hybrid policy allows you to work at least four days in office within a fortnight, while enjoying the benefits of remote work.

Responsibilities

• Handle first contact with customers, including registering new complaints and updating records across multiple IT systems.
• Follow established processes, staying proactive, organised and open to new ways of working.
• Act with integrity, safeguarding sensitive customer information and maintaining confidentiality.
• Work flexibly and adaptively in a fast‑paced environment.
• Put customers first by communicating clearly, thoughtfully and confidently, tailoring verbal and written communication to their needs.

Qualifications

• Proven experience of working in a call‑centre environment.
• Demonstrable experience supporting diverse customers, including vulnerable and challenging individuals.
• Strong verbal and written communication skills, with the ability to explain complex and technical information clearly without jargon.
• Ability to multi‑task and consistently achieve key performance indicators (KPIs).
• Curiosity, a proactive mindset and willingness to learn new processes and ideas.
• Proficient in IT systems, including Microsoft Office, and comfortable with dual screens.
• Experience in complaint handling and knowledge of financial products is desirable.

Benefits

• 25 days holiday entitlement, with the option to buy or sell additional days.
• Generous pension scheme.
• Family‑friendly policies: enhanced maternity pay, carers and dependants leave.
• Employer‑provided benefits: private medical insurance, virtual GP, critical illness cover, life assurance.
• Voluntary benefits: technology scheme, cycle‑to‑work scheme, will‑writing service.
• Gym membership discounts and access to a fully equipped on‑site gym open 24/7 in London.

Equal Opportunity

The Financial Ombudsman Service is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We welcome applications from under‑represented groups across all communities and will provide reasonable adjustments where needed.

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