Customer Service Advisor

6 months ago

Gloucester, United Kingdom Bspoke Lifestyle Full time

**About us**

Bspoke Lifestyle is part of the Bspoke Group. We are a specialist provider of insurance products to the leisure sector.

Our vision is to offer niche products through multiple distribution channels, whilst maintaining our specialist trademark. This includes Compass Insurance, renowned as expert providers of insurance to the holiday caravan and residential home parks industries.

**Location**:Gloucester
**Term**:Full time, Permanent
**Hybrid**:Hybrid working available but office presence will be expected within our Gloucester office for the majority of your working week. You do not need to attend the office for Saturday working.
**Hours**: You will be required to work an 8-hour shift between the hours of 8am - 7pm on a rota where evenings and Saturdays are shared equally. Our office opening hours are as follows:
**1st April - 31st October**
Monday to Friday: 8am - 7pm
Saturdays: 10am - 4pm

**1st November - 31st March**
Monday to Friday: 8am - 5pm
Saturdays: 10am - 1.30pm

**Salary**:£21,840 per year

**About you**

Are you a bubbly, upbeat individual who enjoys talking to people? Do you have a passion for helping customers with enquiries and looking to join a growing company with customers at the heart of everything they do? We may have just the role for you.

**About the role**

We have an exciting opportunity for someone to join our expanding customer service team. You will be the first point of contact to our customers answering queries, generating sales, policy amendments and other office-based duties.

This is an exciting and varied role, providing the chosen applicant the opportunity to become an integral part of the Bspoke Lifestyle team.

We live by our company values and with the help of our social committee, we organise regular events providing a fun, supportive environment and listen to what our staff need from their working lives.

**Key Duties & Responsibilities**
- You need to deliver a great customer service to our customers in every interaction.
- Manage and resolve customer complaints.
- Provide customers with product and service information highlighting features and benefits that will support the customer’s requirements.
- Ensure all customer information held on the system is accurate and kept up to date.
- Identify and escalate priority issues, risks or breaches to a senior member of the team or your Team Manager straight away.
- Route calls to appropriate resource.
- Follow up customer calls where necessary and when you have agreed to do so.
- Document all call information according to standard operating procedures.
- Know our business vision & values and adhere to them within your role.
- Take control and manage your own performance and self-development ensuring continuous improvements are identified and discussed with your Team Manager
- Ensure FCA requirements and product knowledge are always kept up to date.
- Use of scripts to ensure the correct regulatory information is provided on all occasions and in line with our internal quality checks.
- Deliver a simple, efficient and straightforward customer experience with a high level of attention to detail and accuracy.

**Skills, Qualifications, And Experience**
- GCSE Maths and English at Grade C/Level 4 or equivalent.
- Verbal and written communication skills and establishing customer rapport.
- Learn and retain product information.
- Effective listening skills.
- Problem solving and objection handling.
- Customer service orientation.
- Organizational skills to be able to manage own workload.
- Attention to detail which is applied to dealing with all customer enquiries.
- Adaptability
- Working as part of a team but also using your own initiative when required.
- Confident and articulate.
- Previous insurance experience is a plus but not essential.

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

Pay: £21,840.00 per year

**Benefits**:

- Company events
- Company pension
- Work from home

Schedule:

- 8 hour shift

Work Location: Hybrid remote in Gloucester, GL1 3ND

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