Customer Service Supervisor (Contact Centre)

Customer Service Supervisor (Contact Centre)

Division - Authorisations

Department – Supervision Hub, Leeds

Salary – Leeds Based - £28,287 with progression to higher salary bands as experience and tenure increases. 

Do you enjoy communicating on the phone? Are you curious and thrive in a fast-paced environment?

If the answer is yes, we want you to be part of our Firm Helpline team!

About the FCA

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. Follow this link to find out more About the FCA.

We are looking for people with great communication skills to manage calls from firms we regulate.  As the primary contact for firms reaching out to the FCA, you will respond to regulatory 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 Firm Helpline:

• We help Firms with their regulatory requirements and with new authorisation enquiries

• We gather intelligence around the conduct of regulated Firms

• We identify risks to consumers, referring information to specialist colleagues within the FCA

What will you be doing?

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 completed, you will be part of a team taking calls from firms, assisting them with their regulatory obligations, utilising all the skills you have learnt to identify risk (with continued development and support as you become more experienced within the role). You will be working 40% of your time in the office as part of the FCA hybrid working model. 

What will you get from the role?

• The opportunity to develop and improve technical expertise in a wide range of financial products and services

• Develop and grow your communication skills with an investigatory mindset to identify risk

Which skills are required?

We are a Disability Confident Employer; therefore, disabled people or individuals with long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. (To learn more about the Disability Confident Scheme Click Here)

Minimum

• 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

Our Values & Diversity

We are proud to be an inclusive employer and our ambition is to cultivate a culture for all employees that respects their individual strengths, views, and experiences. 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.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions.

Did you know? 50% of our Executive Committee were the first in their family to attend university.

The FCA is committed to achieving greater diversity across all levels of the organisation. Given this, we particularly welcome applications from women, minority ethnic, disabled, and neurodivergent candidates for our Associate role.

Benefits of working at the FCA

• 25 days holiday per year plus bank holidays

• Private healthcare with Bupa  

• A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age – up to 12% a month once you reach age 35)  

• Life assurance of eight times your basic salary  

• Income protection  

We also have a competitive flexible benefits scheme which gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle.

Follow this link to see what life is like at the FCA - Life at the FCA

Application Support

We are dedicated to removing barriers and ensuring our application process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition requiring changes to the recruitment process, please contact your recruiter using the details below and they will be happy to discuss this further with you.

Useful Information and Timeline

• This role is graded Associate, Level 9 Regulatory

• This is a Full-Time position, 35 hours per week across Monday to Friday (9am to 5pm)

• We are recruiting for 6 full time Customer Service Supervisors

• Advert Closing Date:  Sunday 30th March (midnight)

• CV’s will be reviewed from Monday 31st March onwards

• The first stage interview will be a Role Play Assessment which will take plays in early April (remote) conducted on Microsoft Teams

• Face to Face Interviews will be held in our Leeds Office in April / May

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. 

Got a question?

If you are interested in learning more about the role, please contact: 

For internal and external candidates: please speak to Jen Wishart on [email protected]

Applications must be submitted through our online portal. Applications sent via email will not be accepted.