Customer Connect Advisers

Reed Talent Solutions are recruiting for Customer Connect Advisers to join the Financial Ombudsman Service on a 12-month assignment.

The Financial Ombudsman Service make decisions on a range of complex and difficult issues. Every year they resolve hundreds of thousands of disputes between consumers or small businesses and their financial service providers.

This is a very exciting time to join the Service - due to trends and changes within financial services, there will be an increase in the number of consumers, small businesses, and financial service providers you can support. Are you looking to play your PART? Purpose, Ambition, Respect, and Trust – the Service’s core values that we are looking for you to embody.

What are the key details you need to know about the role?

• Contract type: temporary
• Assignment duration: 12 months
• Location: Exchange Tower, London
• Based: Hybrid – 4 days per fortnight in the office
• Training: 1 week onsite
• Pay rate: £125 per day via an approved Umbrella company, £98.76 per day via Reed PAYE, or £113.58 per day via deemed Personal Service Company
• Working days: Monday to Friday
• Hours per week: 35 hours per week (operating hours for the Service 8am to 8pm)
• Start date: end of June 2024
• Recruitment process: CV review and pre-screen/competency-based interview with Reed
• Compliance: will include a criminal record check and a credit check (not limited to)

What is the purpose of the role?

Customer Connect provides vital support to the operational functions, acting as a central hub and contact point for all customers at the start of their journey with the Service, and throughout all stages of their case – ensuring a smooth journey for all customers so that their problems are being progressed fairly and in a timely manner.

What does a day in the life of a Customer Connect Adviser look like?

As a Customer Connect Adviser, you’ll be the first person the customers contact - both consumers and businesses, so you’ll make a great first impression by reviewing their enquiry and explaining what the Service can do to help or referring customers to a different organisation who may be able to help.

You’ll set up and categorise cases so they reach the right directorate - making sure the business and products are covered within the service’s jurisdiction. You'll make things as easy as possible for the Case Handlers to assess cases, by gathering relevant information from the consumer and business. This involves making and receiving phone calls, handling written correspondence, and accurately updating the case handling systems.

What you’ll need to do within this role?

• You’ll need to work at a fast pace
• You’ll need to have strong task prioritisation skills
• You’ll need to listen carefully to customers
• You’ll need to think pragmatically
• You’ll need to communicate effectively

What is the minimum criteria for the role?

• Have practical knowledge of GDPR   
• Demonstrate excellent customer service – you will know how to make sure our customers feel they have been heard
• Be able to communicate effectively in both written and verbal communications – you are able to adapt your communication style to meet the needs of your audience 
• Demonstrate a high level of accuracy and attention to detail
• Have a good working knowledge of Microsoft word, outlook and excel
• Possessing the intellectual and problem-solving skills to really get to the heart of issues

Apply now if you are interested!