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 FCA 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.
Minimum Skills Required
* Previous customer service experience
* Prior experience communicating via phone/email/webchat
Essential Skills Required
* 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
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