Job Title: Customer Support Specialist
Location: Reading
Salary: Competitive
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.
About the role:
We have an exciting opportunity for Customer Support Specialists to join our Front Office team. You will need to be able to demonstrate excellent customer service skills and retain product knowledge, as well as the ability to resolve and process customer enquiries, applications and claims, at first point of contact whenever possible.
Your key duties will include but will not be limited to:
- 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.
- Effectively administer company systems, policies and procedures to ensure we maintain accurate Adviser and Policyholder records, in accordance with agreed processes and procedures.
- 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.
- 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.
- 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.
About you:
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 be directed to the company’s recruitment page.
Candidates with the relevant experience or job titles of; Customer Services, Complaints Advisor, Customer Services Representative, Customer Services Support, Customer Service Advisor, Telephone Customer Service Representative may also be considered for this role.
