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Financial Conduct Authority
Regulating financial services firms and financial markets in the UK, https://www.fca.org.uk/careers
Requirements of the role
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
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Location
London, Edinburgh, Leeds
Contract type
Full time, Permanent
Profession
Customer support
Working pattern
Flexible working, Hybrid
Closing Date
04/05/2026
