Customer Care Agent

Neilson Financial Services Limited; Windsor; On-site; GBP 27,000 - 30,000; Full time

Job summary

An established industry player is on the lookout for a Customer Care Agent who is passionate about delivering exceptional service. This role involves managing customer inquiries, maintaining client records, and contributing to service improvement projects. The ideal candidate will thrive in a fast-paced environment, possess strong communication skills, and demonstrate resilience in challenging situations. Join a dynamic team dedicated to making a difference in the financial services sector, where your contributions will help shape the customer experience and drive satisfaction.

Qualifications

• Proven experience in customer service, preferably in financial services.
• Exceptional communication skills to explain complex information.

Responsibilities

• Deliver outstanding service to customers by addressing enquiries promptly.
• Maintain accurate client records and comply with regulatory requirements.

Skills

Customer Service Experience

Communication Skills

Attention to Detail

Problem-Solving Skills

Time Management

CRM Systems Proficiency

Tools

Microsoft Office Suite

Job description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK operations based in Windsor, Ashford and Hull.

Job Description

We are seeking a Customer Care Agent who is enthusiastic about providing exceptional customer service and thrives in a target-driven environment. The ideal candidate should be an excellent communicator with a keen attention to detail and the ability to handle pressure well. While knowledge of Financial Services is advantageous, it is not mandatory.

Responsibilities:

• Deliver outstanding service to customers by addressing enquiries and requests promptly and managing the delivery of customer correspondences within the agreed company framework, timescale and deadlines
• Maintain accurate client records and comply with regulatory requirements on all matters
• Assist customers in making tailored changes to their policies as per their needs
• Adhere to processes and procedures for all service-related matters and escalate upwards as appropriate
• Contribute towards projects designed to improve the service offered by the business
• Handle the administration of organisational claims process
• Proactively identify and report trends in customer enquiries to help improve products and services
• Collaborate with cross-functional teams to resolve complex customer issues and ensure customer satisfaction
• Participate in ongoing training and development programmes to enhance product knowledge and customer service skills
• Maintain a high level of confidentiality when handling sensitive customer information
• Achieve and exceed performance targets related to customer satisfaction, call handling times, and first-call resolution rates

Qualifications

Knowledge & Skills:

• Proven experience in a customer service role, preferably in a financial services environment.
• Ability to manage stress and maintain performance in a target-driven environment.
• Exceptional communication and listening skills, with the ability to explain complex information clearly and concisely.
• High level of attention to detail and accuracy in data entry and record-keeping.
• Prior knowledge or experience in Financial Services is a plus but not required.
• Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite.
• Strong problem-solving skills and ability to think critically to resolve customer issues.
• Excellent time management skills and ability to prioritise tasks effectively.
• Flexibility to adapt to changing processes and procedures in a dynamic work environment.
• Ability to work collaboratively in a team whilst also being self-motivated and able to work independently.
• Resilience and patience when dealing with challenging customer situations.
• Basic understanding of regulatory requirements in the financial services sector is desirable.

Salary - £27,500 - increasing to £30,000 after probationary period

Additional Information

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you.