Customer Service Supervisor

2 weeks ago


London, Greater London, United Kingdom Financial Conduct Authority Full time

Customer Service Supervisor (Contact Centre)- London based - Hybrid Working with 40% of your working time over a month, in office (after initial training).- £28,800 p.a with a potential for top performers to earn £33,500 within 18 months.- 35 hours per week.

(9am to 5pm Monday to Friday)

What will you get from the role?


Working in our leading-edge Supervision Hub, you will have the opportunity to start a career in Regulation; work in front line supervision and become an experienced Financial Services Supervisor.


This is not your everyday contact centre, you will be the forefront of the FCA, gathering intel by taking calls from regulated Firms, making your own judgements to draw out key information, while engaging with empathy and curiosity to deliver on key objectives.

Working for the Regulator, you will be part of a team that plays a critical role for everyone in the UK who is a consumer of financial services

About the FCA Firm Helpline:
At the FCA, we're creating a fair and more resilient financial system.

We're establishing more transparent relationships between financial services and their customers, building trust in financial markets, and protecting vulnerable consumers.- We help Firms with their regulatory requirements and with new authorisation enquiries.- We gather intelligence around the conduct of regulated Firms.- We consider risks to consumers, referring to information within the FCA.


What you will do:

Training:


It is important we equip you with all knowledge needed to succeed in this role, therefore we will provide an extensive week training programme on joining.

The training is mainly in-office with elements being delivered at home as part of our current hybrid working module. We cannot accommodate annual leave during this period.

The skills you need:
The Minimum requirements are excellent written communication skills and the ability to demonstrate excellent customer service experience.


Essential- Excellent verbal communication skills, including active listening and using simple language.- An investigatory mind-set, knowing how to find answers.- An ability to make judgement-based decisions, using analytical skills to clarify situations.- Excellent relationship building skills, building rapport, adapting to and empathising with others.- Resilient, able to work to SLAs even when under pressure.- Positive, composed, impartial and productive.


Desirable- Previous contact/call centre experience.- Knowledge of financial services products.- Proficient IT/Computer skills.- Understanding how individual issues form part of a larger picture.


About the FCA:
At the FCA, we're creating a fair and more resilient financial system.

We're establishing more transparent relationships between financial services and their customers, building trust in financial markets and protecting vulnerable consumers.

The FCA's Values & Diversity


Our ambition is to create a diverse and inclusive workplace that reflects the society we serve, helping us to be a better regulator.


What we offer:

  • Non


Contributory Pensions
  • Private Medical Insurance 25 Days Annual Leave a year plus the bank holidays plus, other competitive benefits packageUseful Information:
  • This role is graded as Associate Level 9 Supervision Hub.
  • Applications for this role close on 1st May CVs will be reviewed 2nd May Interviews/Assessments are scheduled for W/C 9th May 2023
  • The next start date for our new intake is 17th July (TBC)
  • We cannot accommodate annual leave in the first 3 months of starting due to training period.
If you have any questions about this role, please reach out to Chhavi on

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