Job Title: Customer Support Specialist
Location: Reading
Salary: Competitive + Benefits
Job type: Permanent, Full time
Guardian1821 is an exciting new entrant to the insurance market. We believe that nothing is more precious than those we love. However, because of a lack of trust and awareness, too few people protect themselves and their families from the financial consequences of illness and death.
Working with advisers, we mean to change that. So, we’ve re-entered the UK protection market with a single ambition:
For every family to have protection that they truly believe in.
OUR PROMISE
LIFE. MADE BETTER.
We hire people who love to work in a fast-changing environment where everyone takes responsibility and gets the right things done.
We expect to grow quickly, so get in touch if you want the chance to grow with us.
Key Requirements:
- To resolve and process customer enquiries, applications and claims, at first point of contact whenever possible
- Identify and understand customer needs and provide a consistently high-quality service to enhance the customer experience and gain loyalty
Key Duties
Customers:
Deliver outstanding service and resolve Adviser and Policyholder queries via phone, e-mail, webchat and post at first point of contact wherever possible; so that client satisfaction and company profitability are maximised, in accordance with agreed budgets and procedures.
Administration:
To effectively administer company systems, policies and procedures to ensure we maintain accurate Adviser and Policyholder records, in accordance with agreed processes and procedures.
Issue resolution:
To take ownership and accountability for the resolution of Adviser and
Policyholder issues and complaints to ensure they are resolved in a timely and effective manner, in accordance with internal procedures and the business’s regulatory obligations.
Continual improvement:
Champion the customer by raising process issues when they occur and escalate customer issues that fall outside of the standard process or policy, so that we create a learning organisation, in line with the agreed process.
Values champion:
To be an effective role model within the team, living and promoting the Guardian1821 vision and values to ensure the team are brand ambassadors, in accordance with the beliefs of the business.
The Candidate:
What we need from you
- Excellent customer service and communication skills
- Experience of financial services and the demands of working in a regulated market
- Demonstrate energy, commitment and a positive attitude to achieving results
- Ability to manage and prioritise own workload
- Ability to work effectively as part of a team, recognising how teams can deliver great results
- Demonstrated reliance and experience of dealing with difficult queries
Qualifications
- GCSE or equivalent min. English and Mathematics
Experience
- Strong experience of working within call & contact centres
- Experience of working within a financial service regulated environment
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; Customer Services, Customer Sales Associate, Customer Services Administrator, Customer Services Support, Customer Service Advisor, Customer Service Representative, Telephone Customer Service Representative, Business Support, Office Administrator, Office Admin, Office Assistant, Office Support, General Admin, Team Administrator, Team Admin may also be considered for this role.
