Customer Service Administrator

3 months ago

Salisbury, United Kingdom Tedaisy Insurance Group Limited Full time

**Customer Service Administrator**

**Role Summary**

The Customer Service Administrator is responsible for undertaking administrative duties and improving the administrative practices within the Customer Service team.

To work closely with all areas of the business to resolve customer enquiries, in line with agreed SLA’s and procedures for Perfect Pet and Now Pet brands, to deliver an exceptional customer centric experience for our customers.

This role will also include handing of customer enquiries using our chatbot/live chat on both our websites, plus enquiries received via social media. There will also be a requirement to deal with telephony queries, as required.

**Responsibilities**
- Ensure four mailboxes are responded to within agreed SLA’s
- LiveChat messages to be replied to within 20 seconds of the chat being presented
- Replying to social media messages within 20 minutes for Twitter (X) and Facebook and 30 minutes for Instagram
- Administration related queries resolved within 24 hours
- Dealing with customer enquiries in a productive and initiative-taking manner and providing phone cover for the CS telephone agents when required
- Ensuring Trustpilot invitations are sent daily, as per agreed targets
- Achieving first contact/early resolution
- Dealing any levels of dissatisfaction when they arise and providing accurate information regarding regulatory timescales
- Implement and adhere to the Company's procedures and policies
- Find solutions to discrepancies by collaborating with other employees and correcting any errors
- Productivity; right first time, every time approach
- Create efficient and effective methods for tracking customer service data
- Answering questions verbally and written format from co-workers, customers, or stakeholders regarding customer service, as experience of industry and company increases
- Operating in an industry authorised and regulated by the Financial Conduct Authority

**Experience, Qualifications & Skills**
- Team player
- Able to provide great Customer Service to all customers that you encounter
- Computer literate
- Comfortable communicating on the telephone
- Experience working in a similar role or the desire to learn new skills
- Great diligence
- Excellent organisational skills
- Comfortable working in an environment with SLA’s & KPI’s

**About us**:
**As a leading Insurtech specialising in pet insurance, Tedaisy Insurance Group is dedicated to delivering quality products with exceptional digital customer experiences. We have a passion for pet well-being and are trusted by thousands of dog and cat owners throughout the UK. The Group consists of Tedaisy Underwriting Limited, Tedaisy Insurance Brokers Limited, Tedaisy Claims Limited, Tedaisy Technologies Limited and Tedaisy Services Limited. We’re ambitious, we’re passionate and we’re brave - always looking for ways to grow, improve and be the best we can be**

**What we offer**
- **23 days holiday per year (increasing with length of service)**:

- **Your birthday off (paid)**:

- **4 x salary life assurance**:

- **Company pension**:

- **Healthcare including 24/7 GP advise & mental health helpline**:

- **Discounts at hundreds of brands you know and love**:

- **Employee assistance programme**:

- **Competitive salary**:

- **Discretionary lunch provided to assist with cost of living**

**Working pattern**
- **Monday-Friday**:

- **9am-5pm**:

- **Office based at SP1 3TB**

**Benefits**:

- Discounted or free food
- Employee discount
- Health & wellbeing programme
- Life insurance
- Referral programme

Ability to commute/relocate:

- Salisbury: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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