Job Title: Customer Service Representative
Location: Leicester, UK
Salary: Competitive + Benefits
About Us
We are a leading insurer based in Leicester, dedicated to providing outstanding customer experiences and innovative insurance solutions. With a rich history in the industry, we pride ourselves on delivering top-notch services to a diverse range of clients. We are now looking for passionate and motivated individuals to join our Customer Service team to ensure we continue offering exceptional service to our customers.
Role Overview
As a Customer Service Representative, you will be the first point of contact for our customers. You will handle a variety of inquiries, offer advice, and provide solutions to ensure a positive customer experience. This role requires empathy, professionalism, and the ability to manage multiple tasks in a fast-paced environment.
Key Responsibilities
• Customer Support: Handle incoming calls, emails, and chats from customers regarding their insurance policies, claims, and inquiries.
• Issue Resolution: Resolve customer issues promptly, ensuring that all interactions lead to customer satisfaction and meet company standards.
• Policy Management: Assist with policy renewals, amendments, and cancellations, ensuring all customer information is accurately updated in the system.
• Claims Handling: Guide customers through the claims process, providing clear information and updates on claim status.
• Cross-Selling: Identify opportunities to offer additional products and services that meet customer needs and contribute to sales goals.
• Compliance: Ensure all activities adhere to regulatory requirements and company policies.
Key Skills & Attributes
• Customer-Oriented: Passion for delivering excellent customer service with a focus on empathy and active listening.
• Communication Skills: Strong verbal and written communication skills, able to explain complex information clearly.
• Problem-Solving: Ability to resolve customer concerns with a positive, solution-focused approach.
• Attention to Detail: Meticulous when handling customer data and managing policy information.
• Team Player: Collaborative attitude and ability to work within a team to achieve company objectives.
• Tech-Savvy: Familiarity with CRM systems and ability to quickly learn new software and systems.
Qualifications
• Experience: Previous experience in customer service, ideally within insurance or a financial services environment, is preferred but not essential.
• Education: Minimum of GCSEs (or equivalent). Additional qualifications in customer service or insurance-related areas are advantageous.
• Certifications: Any relevant insurance certifications (e.g., CII) are a plus but not mandatory.
What We Offer
• Competitive salary with performance-related bonuses.
• Comprehensive training and development opportunities to enhance your career in insurance.
• A supportive, inclusive work environment with opportunities for progression.
• Flexible working options, including remote or hybrid working.
• Health and wellness benefits, including private health insurance.
• Employee discount schemes on insurance products.
• Pension plan and other corporate benefits.