Customer Complaints Adviser

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!

As a Customer Complaints Adviser, you will be part of a specialist team resolving escalated service complaints. You will be customer focused and you will be at the forefront of the Financial Ombudsman Service’s service complaint prevention work.

Contract: 12 month fixed term contract

Working hours: 35hrs per week

Salary: £39,048 (London)

Reporting to: Customer Complaints Manager

Location: London docklands

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

You will be resolving escalated customer service complaints by establishing what the root cause of the complaint is, by listening carefully and asking the right questions, and ensuring a swift and satisfactory resolution working within defined service level agreements (SLAs). You will feedback themes and ensure data is captured to allow for trend reporting. You will register new complaints and update records and you will have a good understanding of our casework model in all areas.

To be successful in this role, you will be proactive and innovative to help develop our ways of working; trustworthy to deal with sensitive customer information; and flexible to be able to adapt to our ever-evolving working practices. You will be a natural problem solver and able to build solid relationships quickly. You will have a proven track record of providing excellent customer service to colleagues, consumers and businesses and you will be able to work effectively to SLAs.

Key responsibilities

• 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   

• Ability to prioritise when dealing with vulnerable customers and time critical circumstances 

• Applying problem solving skills to complaints where the answer is not always obvious

• Making sure fair outcomes to service complaints are delivered in an efficient way  

• Establishing the root cause of a complaint and ensuring a swift and satisfactory resolution, working within defined SLAs 

• Building relationships with our stakeholders – 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 

• Establishing a strong working relationship with the Independent Assessor, identifying lessons learnt to ultimately improve the quality of work  

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

• Proven experience of organisational improvement and a passion for achieving excellent customer satisfaction

• Ability to ask the right questions to get to the heart of an issue whilst maintaining a composed, positive, impartial attitude

• Ability to communicate effectively on a verbal and written level

• Previous customer service experience 

• Demonstrable experience of using excellent administration skills (including data entry and accuracy) and the ability to support a fast-paced environment that emphasises data protection and confidentiality

Desirable Criteria

We would also like you to have the following skills:

• Proven track record of providing excellent customer service in an SLA led environment

• Knowledge of the financial sector and the regulatory context would be desirable 

How do I apply?

Please upload an up to date CV explaining any gaps of employment.

Applications need to be submitted by Wednesday 5th March 2025

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 candidates shortlisted to the first stage of the assessment process.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.   

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.