Customer Service Executive

3 weeks ago

Cardiff, United Kingdom Clear Choice Recruitment Full time

We are currently recruiting on behalf of an award-winning insurance company. Due to significant growth, they are expanding their Cardiff based team. We are currently looking for experienced, customer service executives from a contact centre environment who have ideally worked specifically within insurance or at least within financial services.

You will manage customer contacts both offline (telephone) and online (e-mail and Live Chat). Day to day you will deal with general product and website queries through to the processing of midterm adjustments on existing insurance policies.

Key Responsibilities:

  • To effectively handle inbound calls and accurately record the outcome of each contact.
  • To manage customer service enquiries in line with our customer service goals.
  • Be a customer champion and feedback on processes, policies, products that can help the business improve.
  • Take an active part in team and operational meetings and contribute to the development and success of the Company.
  • Act with integrity, due care, skill, and diligence.
  • Be open and honest with our regulatory body.
  • Pay due regard to the interest of customers and treat them fairly.
  • Work within our regulatory framework and adhere to our Quality Assurance Programme.

Person Specification:

  • Experience within a Call Centre environment in a similar role.
  • Experience in dealing with Customer complaints both verbal and written is desirable.
  • Use of Live Chat or a similar system is desirable.
  • Excellent communication skills, both written and verbal.
  • Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction.
  • Professional telephone manner.
  • Attention to detail with focus on achieving first time quality.
  • Competent level in Excel, Word, and Internet.

Benefits:

  • 32 days holiday - increasing with length of service (inc. bank holidays).
  • Day off for your birthday.
  • Holiday Buy Scheme.
  • Free food and drink including pizza days and lots of sweet treats
  • The option to work remotely after your probationary period.
  • Health Cash Plan - we pay for your day-to-day medical costs.
  • Perkbox - online discounts portal, saving you money on everyday spend e.g., cinema trips, eating out, and all your retail shopping.
  • Tech Scheme - supporting the cost of purchasing the latest tech.
  • Cycle to Work Scheme - supporting the cost of purchasing a new bike.
  • Employee Assistance Programme including paid for counselling sessions supporting employee wellness.
  • Study support and personal development (role and course dependent).
  • Life Assurance - 4 times annual salary protection.
  • Pension Scheme.
  • Christmas Savings Club.
  • Discounts on our travel products for you and your family.

Hours:

You are required to work 37.5 hours per week which will generally consist of 7.5 hours over 5 days.

The Contact Centre is operational during the following hours:

8:30am to 8:00pm Monday to Friday

9:00am to 5:30pm Saturday

10:00am to 5:00pm Sunday

9:00am to 5:00pm Bank Holidays

This role is subject to mandatory training for around 3 weeks during the hours of 9am and 5.30pm.

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