Job Description

What you'll get

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26 days holidays per year plus bank holidays with the option to buy 3 days with your Annual Flex Pot
Annual Flex Pot to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme and discounted gym membership
Health cash plan (Access to claim back numerous benefits, including towards dental treatment, optical, chiropody, physiotherapy, counselling, health and wellbeing)
Critical illness and income protection insurance
Enhanced Maternity and Paternity Pay Access to an employee assistance programme and mental health first aiders Group Personal Pension (GPP) Applicable on completion of probationary period and subject to terms

Who are we?

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The Federation of Small Businesses (FSB) is the leading voice of 5.5 million small businesses and the self-employed across the UK. Since 1974, we've supported people to start, run and grow their own business. With market-leading benefits, local support, financial expertise, networking events and more, we provide our members with all the tools they need to succeed in business. We're also the UK's leading business campaigner, focused on delivering change on issues that matter most. With teams across the UK, we work with governments and decision-makers to make real change happen.

What will you do?

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Coaching and Call Observations - Deliver face to face coaching sessions from call observations to advisers to ensure delivery of excellent customer service. Analytical - Ability to review and interpret data and then suggest actions for improvements. Handling calls, chats and emails from members to respond to their needs, queries, or other issues with products or services. Responding efficiently and accurately to queries, identifying and explaining possible solutions, and ensuring that members feel supported and valued. Engaging in proactive Customer Service, using active listening whilst confirming or clarifying information. Providing excellent Customer Service to all Members / prospects in line with the agreed KPIs and quality standards. Working with Customer Service Advisor team members and other departments to ensure, where possible, a first-time resolution. Keeping up to date with FSB news, wider industry activity and our products and services in order to provide relevant information to members. Using software, scripts, databases and tools effectively resolve queries and enhance the member experience. Engage in training and other learning opportunities to improve knowledge and service delivery. Contribute to a strong culture of learning and feedback.

Essential Skills

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Strong communication skills - written, verbal and active listening. Skilled in complaint handling, case management and confident decision making. Able to coach others and explain processes clearly. Good judgement. Effective contribution to team-level leadership in the absence of the Team Manager. Effective time management and task prioritisation. Competent in using CRM and complaint handling systems. Able to lead small meetings. Comfortable giving peer feedback in a constructive and supportive
FSB is dedicated to helping small businesses survive through these difficult times, and we value our staff enough to provide highly competitive rates of pay, benefits, and internationally recognised qualifications. We believe your work life balance is important, so our working hours don't include weekend or evening work. We provide you with all the tools, skills and support to help our members every day, and help you develop your skills through teamwork and relationship building. We believe diversity is the key to success, and we encourage people from all walks of life and backgrounds to come and join us. Our inclusive environment allows all our employees to bring their whole selves to work.

How to apply

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All applications to be received by

31 January 2026

. Any applications received after this date will be held on file for a maximum of 6 months and reviewed if the first round of applicants are unsuccessful.
To apply for this role please email your CV and covering letter detailing how you meet the essential criteria to HR.Recruitment@fsb.org.uk .