Customer Service Telephony Handler

3 months ago

Hitchin, United Kingdom LV= Life & Pensions Full time

At LV= Life and Pensions, we’re fully committed to ensuring that our customers trust us to protect their families, finances, and futures - that’s why we keep them at the heart of every decision we make. In fact, doing the right thing is what unites all 1,200 of our people, driving us forward as we shape tomorrow, together.

**Please be aware this is an initial fixed term contract for 6 months with some 12 month and permanent roles upcoming.**

We are currently offering Customer Service roles on a hybrid working model - so this would mean spending some days at one of our office, and the rest of your week from home - the best of both worlds Please be aware that you’ll need to commit to at least 3 days in the office per week, plus around 7 weeks solely in the office for training upon starting your new role.

**About You**

We’re looking for people of all walks of life to join our team, who will be friendly, kind, ambitious, passionate, empathetic and caring

If you have those attributes then you’re who we’re looking for.

If you have top-notch communication skills, this will be a rewarding role for you. You’ll be able to put your skills to good use and help to solve our customer’s queries, and you’ll learn something new each day. Excellent communication doesn’t just mean speaking - it also means listening, digesting customer/advisor information, and aiming to achieve a first-call resolution.

Our team is massively supportive and everyone around you will help each other. You’ll be trained and mentored to make sure you know the systems and processes inside out, as well as learning how to deal with the tougher scenarios.

**Key Responsibilities**
- Taking calls from our customers, ensuring their queries are dealt with in a professional and timely manner, while always demonstrating empathy and compassion
- Logging information correctly, and ensuring details are passed securely through to the relevant team where necessary
- Working to meet your set SLA and KPI targets
- Dealing with high volumes of work and prioritising your own workload
- Supporting colleagues with ad-hoc duties, including administrative tasks, and building positive working relationships within the business

You will also have the opportunity to become involved in ongoing projects and contribute your ideas and suggestions to LV=, doing your bit to help us continue to grow and become the best we can possibly be

**Why Work for Us**

We thrive on the benefit of everyone’s differences and love to learn from each other - being totally committed to equal opportunities opens up massive benefits, not just to our organisation and people, but also to our members and our products. Whoever you are, whatever you are, and in whatever way you identify, you’re welcome here.

**Rewards and Benefits**

You’ll work 37.5 hours per week, Monday to Friday. Overtime may be available when there is a business requirement.

Your salary will also increase as you climb the ladder and you will be eligible for performance related annual bonus.

At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers and we’ll reward you with an attractive, competitive salary and benefits package in exchange for your hard work:

- 24 days' holiday - which increases after two years’ service to 26 days
- The opportunity to buy or sell up to five days’ holiday
- An annual bonus scheme based on company and personal performance
- Cycle to work scheme
- A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14% (please click here to read more about it)
- You’ll receive up to 20% discount on our life products for you and your immediate family.

Here at LV= Life and Pensions we always love to hear from great people, so don’t forget to follow us on Instagram, Twitter, LinkedIn and become a fan on Facebook.

**Job Types**: Full-time, Temporary contract, Fixed term contract
Contract length: 6 months

**Salary**: From £21,255.00 per year

**Benefits**:

- Additional leave
- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Employee mentoring programme
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Yearly bonus

Work Location: Hybrid remote in Hitchin

Reference ID: JO-2310-1531

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