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Customer Service Agent

1 month ago

Winchester, United Kingdom Lifetime Pet Cover Full time

**Title**:Customer Service Agent (Office Based)

**Reports to**:Contact Centre Manager

**Location**:Alresford, Winchester

**Contract Type**:Permanent, Full-Time

**About the Company**

Lifetime Pet Cover is a multi-award-winning pet insurance company founded in 2014. Our UK based team has over 30 years of experience in pet insurance which means we can provide our customers with the highest level of expertise, understanding and compassion. Since 2014, our excellent customer service has been recognised by multiple awards including the Moneynet Best Pet Insurance Provider 2019/2020 and the
Feefo Platinum Trusted Service Award 2020.

**About your role**

**What we expect you to do**
- To be an active member of the customer service team, handling inbound and outbound customer communications in line with FCA and LPC requirements and brand standards
- To work in line with brand standards at all times
- Carry out daily and weekly tasks as agreed with your line manager
- To meet any agreed objectives and/or Key Performance Indicators, as agreed with your line manager
- To utilise the internal software and systems in accordance with induction and training delivered by LPC
- To keep abreast of all regulatory processes in accordance with induction and training delivered by LPC
- To Treat LPC Customers Fairly at all times in line with FCA regulation and company policy
- Ad-hoc administrative tasks and projects as agreed with your line manager and/or Senior Management

**Required skills & specifications**
- Have excellent communication and interpersonal skills
- Ability to handle objections in a fair and calm manner
- Be accustomed to working to set service levels and targets
- Be a team player
- Use effective time management skills
- Have a consistent pro-active approach
- Ability to problem solve and achieve solutions
- Be agile and able to self-motivate to achieve KPI’s

**Your regulatory responsibilities**
- Keep abreast of FCA updates and news as provided by LPC
- Complete a minimum of 15 hours CPD training per annum.
- Always follow company policies and procedures.
- Read and sign all documentation sent via the HR system within set timescales.
- Ensure you are conversant with and abide with GDPR regulations.
- Assist in relation to responsibility for the systems and controls regarding the provision of reportable items within the firm and for updating the Complaints, Risk, Breach and Conflict registers holding FCA /

Insurer reportable items.

**Qualifications and Experience**

**Essential Desirable**

Conversant in Microsoft Office and Customer Service experience
Windows platforms

Excellent communication skills: Insurance/finance sector experience written and oral

**Salary**: £21,000.00-£23,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- 8 hour shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Winchester., SO24 0AA: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- working within the insurance industry: 1 year (required)

Work Location: Hybrid remote in Winchester., SO24 0AA

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