Call Handler

  • Location
    Coventry, West Midlands
  • Salary
  • Job type
  • Industry
    Call Centre and Customer Service
  • External Reference
  • Category
    Office and Secretarial - Administrator

Customer Call Hub Adviser

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

Adecco are proud to be partnered with the UKs expert in financial resolution- the Financial Ombudsman Service. We are currently recruiting for Customer Call Hub Advisors to join their team in Coventry.

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.

The Details

  • Salary starting at £22800p/a

  • Permanent Contract

  • Hours between 0800-1700

  • One Saturday shift every 12 weeks (0900-1300 and you are able to work from home)

  • Hybrid work - 4 days in office per fortnight after training

The role

  • 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 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

  • Putting our customers first - 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

What do we need from you?

  • Experience of working within a contact centre environment or within a customer focused role

  • Strong written and verbal communication skills

  • Good general IT skills

  • Ability to handle complaints and complex queries

  • A proactive approach to your work

  • Experience or knowledge of financial services is desirable, but not essential

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, Will-writing service amongst others

  • Employee Assistance Programme

  • Extensive opportunities for personal and career development

  • Free tea and coffee

  • Extensive Well-being resources

  • Our Coventry office is 2 minutes' walk from the main station

  • Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

To speak to a recruitment expert please contact Carol Devlin