Contact Centre Supervisor (Supervision Hub)-1

Customer Service Supervisor (Contact Centre)

Division - Authorisations

Department – Supervision Hub, London & Leeds

Salary – London Based - £29,700 and Leeds Based - £27,800 with progression to higher salary bands as experience and tenure increases. 

Your recruitment contact is Benjamin Paulon via [email protected]. Applications must be submitted through our online portal. Applications sent via social media or email will not be accepted. 

About the FCA and Team

We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, you’ll play a key part in protecting consumers, driving economic growth, and shaping the future of UK finance services.   

The Authorisations Division serves as the initial point of contact for firms and individuals seeking to provide regulated financial services in the UK, making authorisation decisions to ensure applicants meet the FCA’s standards. 

We are looking for people with great communication skills to manage calls from consumers who contact us.  As the primary contact for consumers reaching out to the FCA, you will respond to consumers queries and use your curiosity and judgement skills to identify harm and risks that must be referred to internal FCA departments, helping us to protect consumers and financial markets.

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 Consumer Helpline:

• We guide consumers on a broad range of queries about financial services and products

• We help prevent consumer detriment by educating people about how to protect themselves in the financial markets

• We gather intelligence around the conduct of regulated firms

Role Responsibilities 

It is important we equip you with all knowledge needed to succeed in this role, and we provide an extensive 16-week training programme on joining.  The training is mainly in-office training with elements being delivered at home as part of our current hybrid working module.  

When your training is complete, you will be part of a team taking calls from consumers who contact the Financial Conduct Authority and help resolve their queries.  You will provide consumers with the required support, assistance and guidance they need and use your own judgement in drawing out key information, gathering intelligence and helping to protect all consumers from misconduct or harmful scams. 

Skills Required 

Minimum

• Previous customer service experience

• Prior experience communicating via phone/email/webchat

Essential

• Excellent verbal communication skills, including 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 and assist with situations

• Excellent relationship building skills, building rapport, adapting to, and empathising with and supporting others

• Resilient, able to work to SLAs even when under pressure

• Positive, supportive, composed, impartial and productive

• Good computer/keyboard skills

Benefits 

• 25 days annual leave plus bank holidays 

• Hybrid model where employees work a minimum of 40% in the office each month (expectation of 50% for senior leaders). Changing from September to a minimum of 50% in the office each month (expectation of 60% for Directors and Executive Directors) 

• Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary 

• Private healthcare with Bupa, income protection, and 24/7 Employee Assistance 

• 35 hours of paid volunteering annually 

• A flexible benefits scheme designed around your lifestyle 

For a full list of our benefits, and our recruitment process as a whole visit our benefits page. 

Our Values and Culture

Our colleagues are the key to our success as a regulator. We are committed to fostering a diverse and inclusive culture: one that’s free from discrimination and bias, celebrates difference, and supports colleagues to deliver at their best. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation, and delivers better regulation. 

If you require any adjustments due to a disability or condition, your recruiter is here to help - reach out for tailored support. 

We welcome diverse working styles and aim to find flexible solutions that suit both the role and individual needs, including options like part-time and job sharing where applicable. 
 
Disability Confident: our hiring approach
We’re proud to be a Disability Confident Employer, and therefore, people or individuals with disabilities and long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. In cases of high application volumes, we may progress applicants whose experience most closely matches the role’s key requirements. 
 
Useful Information and Timelines

Useful Information

• This role is graded Associate, Level 9 Regulatory

• This is a Full-Time position, 35 hours per week across Monday to Friday (8am to 6pm)

• You will work a maximum of one Saturday (9am -1pm) a month with 1 day given off during the week in lieu

• We are recruiting for 7 – 10 full time Customer Service Supervisors

Timeline

• Advert Closing Date:  Sunday 3rd May (midnight)

• CV’s will be reviewed in on a rolling basis, so please apply early to avoid disappointment

• The first stage interview will be a Role Play Assessment (remote) conducted on Microsoft Teams conducted w/c 11th May

• Face to Face Interviews will be held in our London office w/c 18th May and in our Leeds Office w/c 25th May

• The start date for our next intake is 20th July (London) and 27th July (Leeds)

Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.