Flow Customer Representative

4 weeks ago

Huddersfield, United Kingdom LV= General Insurance Full time

**Who we are**

We are not your average insurance company; in fact, we strive to be different. You will not find strict dress codes, jargon-filled documents, or unrealistic targets here. What you will find is a welcoming culture, a clear vision and teams of passionate people doing their best for our customers.

LV= GI is a large, multi-award-winning general insurance company, with nearly 7 million customers and aspirations for future growth. Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK.

**Role Description**

LV=GI have a new opportunity for a Customer Service Representative covering our office in Huddersfield

This is a full time role working 37.5 hours per week with a salary of £23,400 per annum

As part of the insurer’s ambition to extend its UK presence, the personal lines business will rebrand its existing digital motor insurance product from Flow to Allianz in March, signalling a major branding step for the business. The product, rated 5 stars by Defaqto, will remain available to customers direct and through aggregators.

This is for our new Flow insurance product, that is focused on servicing the ever-changing needs of customers and doing things differently to keep up with changes in the insurance industry. Flow is an online, digital first, self-serve product, with the aim of enabling our customers to have more control over their policy, and how their insurance product looks. We are looking for enthusiastic, tech-orientated, customer focused staff that will embody our company values and purpose with every customer interaction and want to influence the future of Flow.

**Your Focus**
- This is a fast paced role in a multi-channel and multi product environment where you will deal with all levels of complexity from customer queries to complaints:

- Ensure delivery of timely and accurate response/resolution to our customers (internally & externally), taking ownership and collaborating with other areas to minimise handoff.
- Support the delivery of SLAs within an Omni Channel environment by encouraging customers to interact with LV= through a medium that best suit their lifestyle and technical ability.
- Working with appropriate guidelines/parameters make informed decisions to support commerciality as appropriate, ensuring the input of accurate and usable data to support.
- Achieve appropriate quality standards and through customer interactions deliver world class customer service and an informed customer journey
- Proactively look for opportunities to improve processes & services to enhance customer satisfaction and business efficiency, escalating as appropriate.
- Demonstrate an awareness of both risk and fraudulent activities to identify any unusual customer behaviours and escalate them to the relevant departments
- To contribute to a culture of embracing challenging goals and being passionate about supplying the best service and products in a rapidly changing environment.

**About you**

Desired skills and experience:

- Customer service experience or in using online customer communication channels,
- Work under own autonomy within a team environment, with high levels of motivation
- Highly computer literate and have an interest in technology
- Excellent communication and problem-solving skills
- Attention to detail & accuracy
- Being driven to contribute towards change and improvements
- Aptitude to learn and retain products, regulatory and procedural information
- Commitment to learning and self-development
- Enjoys working to challenging targets within a team and juggling multiple priorities.

**What we can offer you**

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from
- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider LV=GI Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

- 24 days' holiday
- A competitive pension for which LV= will pay twice the amount you pay, up to 14%
- An annual bonus scheme based on company and personal performance
- A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance)
- ElectriX EV salary sacrifice scheme
- A generous 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance.

**Diversity & Inclusion**

At Allianz, we value diversity and inclusion and back this up with our accreditations. Allianz is EDGE certified for gender inclusion, members of the Women in Finance Charter, a Disability Confident employer, Stonewall Diversity Champion members, signatories of Business in the Communitys's Race at work Charter, and an Armed Forces Covenant gold standard employe

At Allianz, we encourage our people to advocate for what they need

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