Customer Experience Representative

2 weeks ago

Sunderland, United Kingdom Vermelo RPO Full time

**Customer Experience Representative**

We are recruiting for experienced Customer Service professionals to work for a well-known, established insurance company

If you have at least one year’s customer service experience, excellent keyboard skills and the ability to work in a fast-paced environmentthis could be the role for you

**We have roles available in Peterborough and Sunderland**.

**This is a full time position, working a shift pattern covering the opening hours of 8am - 8:30pm Monday to Friday, 8am - 6pm Saturday and 9am - 4pm Sunday. The shift pattern will include 1 in 2 Saturdays and 1 in 4 Sundays.**

**Salary for this position is £22,308 basic + £2500 shift allowance totalling to £24,808 per annum.**

**Please note this is a hybrid position with a 50/50 split between working from the office and at home, however for the first 3 months whilst training and developing you are required to be in the office full time.**

**Full in-depth training is provided for this position.**

The purpose of this role is to act as the first point of contact for the Customer to resolve a variety of customer queries, including mid-term adjustments, cancelations & payment queries to achieve a 'first time resolution' while competently managing the customer experience. To ensure compliance with company procedures and regulatory requirements to always deliver customer excellence.

**Key Accountabilities and Responsibilities**:

- Deliver an exceptional Customer experience taking ownership of any past, current or future questions the Customers may have.
- Take inbound calls from potential and existing customers, dealing with car, van and home insurance queries.
- Offer a personalised and proactive Customer Experience.
- Communicate to Customers using plain English enabling them to make informed decisions.
- Ability to modify communication style to build relationships and loyalty with Customers.
- Ensure that all customer interactions incorporate active listening.
- Be attentive, objective, patient & empathetic when speaking to customers.
- Adhere to all regulatory requirements, for example, the Financial Conduct Authority's rules & principles, Data Protection Act & Money Laundering regulations.
- Use technology in order to meet the customers' needs in a timely manner
- Support organisational initiatives to improve the customer journey.
- Act as a role model by living company values.

**Skills, Experience and Knowledge**:

- Ideally 1 years experience working within a customer service environment, this could be from a variety of backgrounds including retail, contact centre and hospitality (face to face, by phone or in written form).
- Able to take responsibility for customer concerns & resolution.
- Good communication skills, able to remain objective & demonstrate empathy.
- Experience of using technology including excellent keyboard skills.
- Ability to work in a fast-paced environment.
- A high level of attention to detail.
- Able to identify personal goals & take responsibility for your own development plan.
- Able to remain self-motivated.

**Additional Information**:

- 25 days holiday
- Hybrid working split 50% on-site and 50% at home
- Variety of shift patterns to choose from at offer stage
- On-site Canteen
- A virtual GP service
- Opportunity for volunteering days
- A chance to earn monthly bonus
- Life Assurance 4x annual salary
- Monthly Prize Draw including incredible prizes
- Flexible benefits scheme including much more which becomes available after joining

**Job Types**: Full-time, Permanent

**Salary**: £24,808.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking
- Sick pay
- Work from home

Work Location: Hybrid remote in Sunderland, Tyne and Wear

Reference ID: 26012024TR

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