Customer Care Agent

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

Job summary

An established industry player is looking for a Customer Care Agent to join their dedicated team in Windsor. This role focuses on delivering exceptional customer service and requires an enthusiastic individual who thrives in a target-driven environment. You will be responsible for managing customer enquiries, maintaining accurate records, and collaborating with cross-functional teams to resolve complex issues. This innovative firm offers a competitive salary with opportunities for growth post-probation. If you have a passion for helping others and are ready to make a difference in the financial services sector, this is the perfect opportunity for you.

Qualifications

• Proven experience in customer service, preferably in financial services.
• Exceptional communication skills with attention to detail.

Responsibilities

• Deliver outstanding service and manage customer enquiries promptly.
• Maintain accurate client records and comply with regulations.

Skills

Customer Service Experience

Communication Skills

Attention to Detail

Stress Management

Problem-Solving Skills

Time Management

Flexibility

Tools

CRM Systems

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 keen attention to detail and the ability to handle pressure well. Knowledge of Financial Services is advantageous but not mandatory.

Responsibilities:

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

Qualifications

Knowledge & Skills:

1. Proven experience in a customer service role, preferably in a financial services environment.
2. Ability to manage stress and maintain performance in a target-driven environment.
3. Exceptional communication and listening skills, with the ability to explain complex information clearly and concisely.
4. High level of attention to detail and accuracy in data entry and record-keeping.
5. Prior knowledge or experience in Financial Services is a plus but not required.
6. Proficiency in using CRM systems and Microsoft Office suite.
7. Strong problem-solving skills and critical thinking to resolve customer issues.
8. Excellent time management skills and task prioritization.
9. Flexibility to adapt to changing processes and procedures in a dynamic environment.
10. Ability to work collaboratively and independently.
11. Resilience and patience when dealing with challenging customer situations.
12. Basic understanding of regulatory requirements in financial services is desirable.

Salary: £27,500, increasing to £30,000 after probation.