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 Hub Adviser

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: £27,728

Working hours: 35 hours per week. Working within the hours of 8am to 5.30pm Monday to Friday.

Location London Exchange Tower, Canary Wharf

Start Date: 27th July 2026

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. https://www.linkedin.com/groups/13209028/

About us

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.

What the role involves:

• Handling first contact with customers – registering new complaints and updating records accurately across multiple IT systems, following established processes

• Being proactive, organised and open to new ways of working to ensure the right things are done at the right time

• Acting with integrity – handling sensitive customer information with care and maintaining strict confidentiality

• Being flexible and adaptable in a fast‑paced, evolving environment

• Putting customers first – communicating clearly, thoughtfully and confidently, tailoring your verbal and written communication to their needs

Minimum criteria:

• 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.

It would also be nice for you to have:

• Experience in complaint handling

• Knowledge of financial products

Why You'll Love Working With Us:

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://www.financial-ombudsman.org.uk/who-we-are/aims-values

• Flexibility Work your way — remote, hybrid, or in-office

• Wellbeing Health plan, gym memberships, mental health support

• Growth We invest in your future with [courses, mentorship, promotions

• Culture Diverse. Inclusive. Collaborative. Fun.

We also offer an attractive, competitive salary and flexible benefits to suit our people. 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

• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave

• 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

• Gym membership discounts, and a fully equipped on-site gym open 24/7 in London

Let’s Make This Easy.

Please upload an up-to-date copy of your CV explaining any gaps in employment and use the supporting statement box to address how you meet the minimum criteria.

Applications need to be submitted by 11:59pm on Sunday 31st May 2026

Recruitment Process

Eligible candidates will be invited to complete a series of online assessments. If you pass this stage, you'll have a telephone interview with a member of the Talent Acquisition team.

Those successful will be invited to a virtual interview for w/c 8th June 2026

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

A full job profile is available on request and will be provided to shortlisted candidates prior to interview.

Authenticity of applications

We value authentic personal applications. If we determine that your CV or supporting statement was generated using AI tools, your application may be withdrawn from consideration

The Financial Ombudsman is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all team We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities. Please click on the link below to find out more

https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion

Don’t miss out be part of the journey and take advantage of this opportunity.