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Inbound Customer Service Representative

4 months ago

Sunderland, United Kingdom vermelo Full time

**About us**

We are professional and agile.

Our work environment includes:

- Modern office setting

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 environment... this 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 - 5pm Sunday. The shift pattern will include 1 in 2 Saturdays and 1 in 4 Sundays.

Salary for this position is £21,409.50 basic + £2500 shift allowance totalling to £23,909.50.

Great earning potential with a monthly performance based bonus.

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 learning 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, cancellations & 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
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

This role is not eligible for Visa sponsorship.

**Salary**: £23,909.50 per year

**Benefits**:

- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Work from home

Supplemental pay types:

- Bonus scheme
- Performance bonus

Work Location: Hybrid remote in Sunderland

Reference ID: Customer Service Advisor - SL
Expected start date: 12/02/2024