Customer Representative

6 months ago

Torquay, United Kingdom Markerstudy Full time

Overview:
**Job Title**: Customer Representative
**Location**: Torquay and working from home (within circa 30 mile radius of Torquay )

**About the team**

We are looking for self-motivated individuals who are looking to work in a friendly, supportive, team orientated and customer driven environment.

We pride ourselves in delivering great results through a combination of hard work, collaboration and dedication. Working for Brightside is all about making a difference. A difference for our customers and for our business. It’s about putting our customers at the heart of what we do - doing the right things and doing them well. We have created an environment which empowers individuals and rewards hard work.

**Responsibilities**:
**About the role**
- You will take inbound calls from our customers helping them with queries about their existing policies.
- You’ll guide customers through the process to make a change to their existing policy; whether it’s a name or address change, or something more complex.
- Using your product knowledge and customer service skills you’ll resolve and offer solutions
- Building rapport and understanding each customer’s requirements
- You will also be required to support customers who are unable to complete our online journey
- You will make outbound calls to our customers to confirm policies are correct
- You will be responsible for managing team diaries and inboxes.
- Contacting customers regarding missed payments or debt and supporting with financial difficulties and exploring all options
- Supporting customers in following the claims process
- Supporting customers with the cancellation of their policies
- You will be responsible for handling sensitive customer data and adhere to FCA regulatory guidelines

Qualifications:
**About you**

It goes without saying that you will be at your best when you are helping customers by delivering exceptional service. Ideally you will have experience of working in a fast-paced environment with a focus on performance and putting the customer first.

You will:

- Be a strong communicator with the ability to adapt your style to each customer.
- Be energetic and have a positive approach to problem solving.
- You will need to be able to understand customer’s needs effectively showing ownership, empathy, and resolution.
- Strong verbal communication skills are a must with the ability to adapt your style when needed.
- It is important that you are self-motivated, driven and resilient in order meet and exceed your performance targets and KPIs.
- Be computer literate

**Working Hours**

The full-time working hours are 37.5 hours per week. We’ll need you to be available Monday to Friday 9am
- 6pm (shift pattern is 9am-5:30pm OR 9:30am-6pm). Typically if you are opting for full time hours you’ll work a 7.5 hour shift with an unpaid lunch break and then one in four Saturdays between 9am-1pm (when you work a Saturday you’ll get the time off in lieu).

***

**Working from home**

You will need a broadband upload and download speed of at least 10 mbps. If you’re not sure what your internet speed is you can check it by ‘googling’ internet speed test and select the ‘Run Speed Test’ button.

**What’s in it for you?**

You can expect to receive full training and the support until you’re fully competent in the role. Your training will be a mixture of remote and face to face based and some on the job - at every stage of the training we’ll make sure you’re happy and confident with what you’ve learnt.

We believe in the value of developing our people and we can offer you genuine career opportunities. Following your initial induction and training we will provide valuable in-role development, you’ll also have opportunity to attain accredited industry qualifications.

**What are we doing to help us build a thriving, inclusive community?**

Our ambition is to build a more diverse, equal and inclusive workplace for everyone and we have a mission statement in place to reinforce our commitment. However, that’s the easy part

Our key challenges are
- How we continue to nurture positive behaviours in our own culture to foster healthy, happy and collaborative colleagues where performance is recognised and differences celebrated.
- How we strive to build our own internal community to better reflect the diverse communities we serve.

To help us achieve this, we have recently established an employee network called
**#WeAreMarkerstudy** - a body of proactive colleagues with diverse interests and experiences, who have volunteered themselves to be part of a driving force for positive change.

Change won’t happen overnight or without the support of our colleagues, but we are now in a good position to make realistic and manageable plans in order to see them flourish in the future.

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