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Customer Service Advisor

Salary: £22,500 to £24,000 depending on experience

Working Hours: Full time, 36 hours per week

We are currently partnered with an industry leading organisation who are looking for experienced customer services advisors to join their General Insurance department where you will be expected to efficiently handle a diverse range of inbound calls in a dynamic environment, providing support to customers who hold a policy with us and servicing their needs. This will include making changes to their policy, continuing the growth of their business via new sales and retentions conversations, financial support and promoting our digital channels where customers can self-serve.

We pride ourselves on maintaining an energetic and collaborative environment, fostering professional growth and development. Your ability to adapt quickly and efficiently to the demands of a busy call centre, while adhering to a schedule, and ensuring exceptional customer service, will be key to your success.

Where you will be working:

You'll undergo onsite training and then by placed in our graduate bay before transitioning to your team, all while remaining as office-based colleagues. However, once you have reached competency in role, you can request to transition to a primarily remote working arrangement through our 'Moments that Matter' working model. This will allow you to work from home for most of the time, while joining colleagues in our offices for significant occasions, such as team meetings, development discussions, and social events.

You will be responsible for:

Using your excellent listening and relationship-building skills to provide an outstanding customer service for all
Efficiently managing high call volumes whilst ensuring a consistently positive and engaging customer experience
Educating customers on the full range of products and services we offer, and through effective conversation continue the growth of our new sales and retention business - don't worry, full training will be provided before you go live.
Engaging with customers across diverse communication channels, predominantly you will be working inbound calls but may be required to conduct outbound calls occasionally
Applying your own judgement to appropriately address and resolve customer queries
Listening to customers personal circumstances to understand their requirements and provide personalised solutions
Accurately documenting customer interactions, issues, and resolutions within our systems

You will need:

A passion for delivering an excellent customer experience and finding the best outcome for our customers
Previous experience in Customer Service within a call centre preferred, however, transferable skillsets within an applicable customer service environment are equally valued e.g., retail, hospitality or leisure
Proficiency in written and verbal communication, coupled with listening and empathic skills, demonstrating resilience in handling various complex challenges
Proficiency in technology, including Microsoft Office, is essential. You will be regularly multitasking and using multiple systems simultaneously to effectively carry out your responsibilities

What's in it for you:

Prioritise your wellbeing with our comprehensive benefits package, including access to a Virtual GP Service. You and your family can enjoy free, 24/7 doctor appointments every day of the year. Our cycle-to-work scheme promotes a healthier lifestyle and supports eco-friendly commuting.
Recharge with a generous holiday allowance of 7.2 weeks, including Bank Holidays. Our optional purchase scheme lets you acquire additional days if desired. We support your family life with enhanced maternity leave and a generous 8-week paid paternity leave (available after one year's service by the qualifying