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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.
