Position: Customer Service Executive Salary: £24,000 - £28,000 Location: Cardiff City Centre We are currently recruiting on behalf of an award-winning insurance company. Due to significant growth, they are expanding their Cardiff based team. We are currently looking for experienced, customer service executives from a contact centre environment who have ideally worked specifically within insurance or at least within financial services. You will manage customer contacts both offline (telephone) and online (e-mail and Live Chat). Day to day you will deal with general product and website queries through to the processing of midterm adjustments on existing insurance policies. Key Responsibilities:

To effectively handle inbound calls and accurately record the outcome of each contact.
To manage customer service enquiries in line with our customer service goals.
Be a customer champion and feedback on processes, policies, products that can help the business improve.
Take an active part in team and operational meetings and contribute to the development and success of the Company.
Act with integrity, due care, skill, and diligence.
Be open and honest with our regulatory body.
Pay due regard to the interest of customers and treat them fairly.
Work within our regulatory framework and adhere to our Quality Assurance Programme.

Person Specification:

Experience within a Call Centre environment in a similar role.
Experience in dealing with Customer complaints both verbal and written is desirable.
Use of Live Chat or a similar system is desirable.
Excellent communication skills, both written and verbal.
Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction.
Professional telephone manner.
Attention to detail with focus on achieving first time quality.
Competent level in Excel, Word, and Internet.

Benefits:

32 days holiday - increasing with length of service (inc. bank holidays).
Day off for your birthday.
Holiday Buy Scheme.
Free food and drink including pizza days and lots of sweet treats!
The option to work remotely after your probationary period.
Health Cash Plan – we pay for your day-to-day medical costs.
Perkbox – online discounts portal, saving you money on everyday spend e.g., cinema trips, eating out, and all your retail shopping.
Tech Scheme – supporting the cost of purchasing the latest tech.
Cycle to Work Scheme – supporting the cost of purchasing a new bike.
Employee Assistance Programme including paid for counselling sessions supporting employee wellness.
Study support and personal development (role and course dependent).
Life Assurance – 4 times annual salary protection.
Pension Scheme.
Christmas Savings Club.
Discounts on our travel products for you and your family.

Hours: You are required to work 37.5 hours per week which will generally consist of 7.5 hours over 5 days. The Contact Centre is operational during the following hours: 8:30am to 8:00pm Monday to Friday 9:00am to 5:30pm Saturday 10:00am to 5:00pm Sunday 9:00am to 5:00pm Bank Holidays This role is subject to mandatory training for around 3 weeks during the hours of 9am and 5.30pm.

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