Customer Service Representative

Customer Service Representative

Reigate – Hybrid (min 50% office, the remainder at home)

Full time – 35 hours

Do you have excellent customer service and telephony experience and looking for a new and exciting career?

We are looking for a Customer Services Representative to join our customer contact team. Our representatives act as a first point of contact for our UK Retail and Life Time Mortgage customers, so we want our customers to get what they need with minimal effort whilst feeling cared for and. If you join our team it will be your job to deliver this distinctly Just customer experience and help our customers achieve great outcomes whenever they call us.

This is a full time, permanent position at 35 hours a week, Monday to Friday with very sociable shift patterns, running from 8:30 to 16:30, 09:00 – 17:00 and 09:30 – 17:30. Your initial training will be office based but once you are confident the role is hybrid with at least 50% of your time spent in the office. 

More About what you will be doing.

As a customer service representative you will be part of a supportive team answering inbound telephone calls from customers and advisors across all our product range and at all points of a customer journey, there is a wide variety of enquiries and each customer may have different or additional. Needs that we need to cater for, during your working day you will:

• Answer queries from our customers across our product range and use our customer centric approach to call taking to provide great outcomes.

• Make calls to third parties (e.g. ceding schemes, solicitors, intermediaries and GP surgeries) to ensure customers are in receipt of their income or mortgage funds within a reasonable time period.

• Produce quotes and/or re-quotes over the telephone.

• Perform relevant administrative tasks according to procedure, data entry standards and industry regulation.

• Liaise between departments to ensure all queries are answered accurately and result in the best customer experience.

• Liaise with internal & external customers and third parties to ensure relationships are developed and maintained.

What do we look for?

To be successful in this role, we look for people who are customer orientated and have their best interest at the heart, as well as the following.

• Previous experience within an telephony customer services function

• Educated to GCSE level (or equivalent), including passes in English and Maths (at grade C or above)

• Able to explain complex information in plain, simple English and adapt your language for different audiences when required.

• Passionate about delivering great customer service and a willingness to go the extra mile to ensure customer satisfaction.

• Experienced in using Microsoft Office (Outlook, Word, Excel)

What can we offer you?

• A Competitive Salary, Pension Scheme and Life Assurance

• A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets.

• Opportunity to progress your career in-role with salary increases aligned to growth in skills and knowledge.

• Opportunity to grow you career within Just providing a great foundation to build your career on

• Learning and Development opportunities - including access to LinkedIn Learning.

• 25 Days Annual Leave plus an Additional Day on us for your Birthday

• Private Medical Cover and Income Protection, just in case

• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)

• A variety of Employee Funded Benefits available to you via our Online Benefits Portal

• Plus, several additional purchase options available for you and your loved ones

Who are Just and why us?

We're a FTSE 250 Financial Services company who specialise in retirement solutions and right now, our world is moving pretty quickly. With the defined benefit buy in / buy out space growing each year, Just continues to annually grow its business by over £2bn of assets.

We are a purpose driven company with compelling and credible goals. Quite simply, we help people achieve a better later life. We achieve this by providing competitive and innovative products, services, financial advice and guidance to help our customers achieve security, certainty and provide them with peace of mind in retirement.

That's who we are. We're a company on a mission: to become a beacon for the entire retirement industry. Because we believe everyone deserves a fair, secure, and fulfilling retirement.

Diversity, Equity and inclusion (DE&I) is a key priority for Just as part of our overall strategy and ensuring all of our people feel proud to work at Just. We have joined a number of initiatives including the Race at Work Charter, designed to improve outcomes for employees from underrepresented backgrounds. We also run a Reciprocal Mentoring scheme for employees from a BAME background, those with a disability and those who identify as LGBTQ+. There are multiple employee network groups, which champion issues including race, gender, social mobility and neurodiversity.

If this sounds like the best opportunity for you then we would love to hear from you