Customer Service Specialist

Job Advert

HomeLet are looking for a new Customer Service Specialist to join their dynamic and customer-focused team. Are you passionate about providing exceptional service and ensuring customer satisfaction? If so, we have an exciting opportunity for you to showcase your skills and be a part of our growing organisation.

You will be required to provide excellent customer service to our existing policy holders dealing with queries; complaints etc. and take relevant actions to support the Sales to retain business at every opportunity.

Key Responsibilities:

- To remain 100% FCA and DPA and ICOB compliant.
- To ensure that TCF requirements are followed throughout company processes, procedures and in dealing with customers.
- To provide an excellent service to customers via inbound and outbound communication.
- To take ownership and responsibility of your workload and performance.
- To achieve or exceed QA expectations.
- Support retention and or generate additional income for the business at all possible opportunities to help support the growth of our back book - this includes but is not limited to, collecting missing payments, updating payment details, completing and upselling on mid - term adjustments to transfer to the sales team, saving business from cancelling.
- Input accurate data into all necessary logs, trackers and databases to accurately record information and provide adequate MI and audit trails.
- Meet individual/exceed targets and assist in meeting targets set for team and business unit. To report to Team Leader/ Service Manager any problems encountered or to a supervisor in absence of a Team Leader/ Service Manager.
- To be aware of the department targets work as part of a team to ensure you strive to influence this in a positive way.
- To update team visuals with targets and figures.
- To identify and make recommendations for improvements to current working practices as required.
- Effectively deal with and log complaints.
- Adhere to Barbon Policies.
- To carry out any other tasks as directed by Team Leaders or Managers.

Person specification

**Essential**

**Desirable**

**Qualifications**

GCSE in English Language and Maths (or equivalent)

Diploma or Degree

**Knowledge and**

**Experience**

Sales experience

Experience of working to targets

Experience in a customer service role

Campaign or Inbound / Outbound calling experience

Experience of working in a regulated environment

Knowledge of insurance

**Skills**

Collaborative Working
- Works Co-Operatively

Communicating Clearly
- Communicates Professionally

Leading & Developing
- Drives Own Development

Thinking Customer
- Puts the Customer First

Commercial Mind-set
- Makes an effort to limit wasted resource

Analysing & Initiating
- Makes Effective Decisions

Adapting & Responding
- Is Open to Change

Taking Ownership
- Accepts Responsibility

Creating & Innovating
- Seeks Improvement

Planning & Prioritising-Prioritises and Plans Own Work

Presentation skills

**Further information**

As well as a competitive salary we offer the following benefits
- Competitive holiday allowance with the annual option to buy additional days
- Death in Service benefit of x4 salary
- Company pension scheme
- Enhanced maternity and paternity leave packages
- A flexible benefits package which allows you to add additional benefits to your overall package
- Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
- Referral schemes
- Discounted rates on PIB products
- We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
- If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
- We also offer a wide range of discounts including a kids pass - giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
- PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
- PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by la