Customer Service Agent

Excellent opportunity for a Customer Services Agent to join a high quality Claims Management business, to develop and grow the Business Development Division.

GHG is a UK loss adjusting company with its Head Office in Southampton, Hampshire. We provide high quality solutions to claim situations. Trading for over 25 years and now private equity backed, we have earned a reputation for quality domestic and commercial loss adjusting with specialisms in subsidence, property, liability and high net worth claims.

The company takes pride in the quality, experience and passion of its staff. This is reflected in the reputation we have earned, with a loss adjusting product that has been developed and refined and has been consistently rated as "Excellent" in external client audits.

Description

Responsible for delivering the day-to-day customer service function across the Company under direction of the Customer Services Manager.

Work with Customer services team to be the first and central point for all customer feedback and complaints, responding in line with our individual clients needs and requirements.

Work with Customer Service Manager to champion a first-class customer experience throughout the Company and support the development of systems and process relating to the customer experience.

Answer incoming telephone queries and assist in making the policyholders journey as smooth as possible.

Responsibilities to include but not limited to:

Action incoming customer feedback and complaints / feedback; adhering to minimum standards, procedures and timeframes at all times dictated by each client.

Manage complaints in line with the process for assessing complaints, engaging with internal file owners and Divisional Heads, and leading on recommendations for resolutions that maximise customer satisfaction in line with direction from the Customer Services Manager.

Ensure that all relevant parties are kept up to date and informed of complaint progress and outcome.

Maintain central records of all customer complaint & feedback activity

Help maintain a central record of complaint processes and ensure the relevant parties are updated as and when these change.

Own and deliver Vulnerable Customer Programme under supervision of the Customer Service Manager.

Oversee and Action daily Follow Up inbox.

Answer incoming phone calls daily

Education, skills & experience

Strong experience in a Customer Service role, preferably within the insurance industry and with Lloyds market experience

Comprehensive knowledge of customer service best practice, process and technologies

A passion for delivering first class customer service, with an enthusiastic 'can-do' approach

Good commercial acumen with the ability to understand and service agreements and deliverables

Superb organisational skills with good time management and ability to prioritise and cope under pressure

Strong problem solving ability, thrive on finding solutions

Excellent communication skills, with a strong verbal and written ability

Excellent IT skills, confident working with systems and Microsoft Office

Strong interpersonal skills, ability to build a rapport quickly

Flexible and able to work on own initiative

What we offer you in return:

• Hours of work: 37.5 hours but additional hours may be required as detailed in the employment contract
• Discretionary company bonus
• 25 days annual leave plus bank holidays, rising to 27 days at 3 years service and 30 at 5 years service
• An additional day for your birthday
• 5 % Contributory Pension
• Private Health Care
• Death in Service
• Enhanced maternity, adoption, paternity and sick pay
• Access to GP 24/7
• Long Service recognition
• EAP
• Holiday purchase scheme
• Career development and progression opportunities
• We care about our employees' opinions and have an employee forum to implement ideas and initiatives to make us a great place to work.

Job Type: Full-time

Pay: £27,000.00-£32,000.00 per year

Benefits:

• Additional leave
• Company pension
• Health & wellbeing programme
• Life insurance
• Private medical insurance
• Sick pay
• Work from home

Experience:

• customer service: 1 year (required)

Work Location: Remote