Customer Call Hub Adviser

1 week ago

Coventry, Coventry, United Kingdom Financial Ombudsman Service Full time
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 Centre Adviser (Customer Call Hub)

Do you want to be the first point of contact in helping us to resolve financial services complaints in the UK?

Working hours:
Full time is 35 hours per week including Saturdays. Part-time working hours are available to fit business need.

Salary:
£22,800

Contract:
Permanent

Reporting to:
Customer Call Hub Team Leader

Location:
Coventry

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

You will agree a working pattern with your manager

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 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.

You will provide support to enable our operational functions to progress and resolve cases.


As a Customer Call Centre Adviser, you'll be performing a crucial role to our front end call services so you'll need to work in a way that really demonstrates our values - making sure we do the right thing, respect our customers' needs, do what we say we will, and share our knowledge.


Ensuring the customers journey starts smoothly and accurately is a priority so you'll progress and move their calls forward, where appropriate, in a timely manner.

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 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
  • Conversing with customers and prepared to ask additional questions to gain more information
  • Putting our customers first
  • Confident in holding conversations and communicating in a clear, straightforward, and thoughtful way tailoring your verbal and written communications to the person you're communicating with
  • 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:
Minimum Criteria

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

We would also like you to have the following skills:

  • 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, Willwriting service amongst others
  • Employee Assistance Programme
  • Extensive opportunities for personal and career development
  • Free tea and coffee
  • Our Coventry office is 2 minutes' wal

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