Customer Experience Advisor - Insurance Call Centre

Hood Group; Southend-on-Sea; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

31 days annual leave (incl Bank)</br>H

Health Cash Plan

Employee Assistance Programme

Pension Scheme

£250 Refer a Friend incentive

Employee Recognition Hood Stars

Company Social Events

Equipment provided

Job summary

Hood Group is seeking a Customer Service Advisor to join our in-house call centre in Southend-on-Sea. You will build lasting relationships with customers and deliver an exceptional level of service in every interaction.

In this role you will handle inbound and outbound calls, emails and web-chats, manage policy queries, changes and renewals, and maintain accurate records with a focus on first-class customer experience. Training is provided and a full-time 40-hour week rotates across shifts.

Qualifications

• Previous experience in customer service or contact centre is beneficial.
• Strong verbal and written communication skills.
• Ability to build relationships with customers, stay calm under pressure.
• Able to use Microsoft Word/Excel, Google Maps and multiple systems.

Responsibilities

• Be the first point of contact for customers via calls, emails, web-chats and admin enquiries.
• Manage policy queries, changes, renewals, sales queries, payments and general administration.
• Take ownership of enquiries to deliver a first-class customer experience.
• Build rapport and lasting relationships with customers.
• Accurately maintain customer records.
• Handle complaints with empathy and professionalism, escalating when needed.

Skills

Strong verbal and written comms

Relationship building

Resilience under pressure

Teamwork

Education

Minimum 5 GCSEs incl Maths & English

Tools

Microsoft Word

Microsoft Excel

Google Maps

Multiple systems

Job description

Hood Group is seeking a Customer Service Advisor to join our in-house call centre in Southend-on-Sea. You will build lasting relationships with customers and deliver an exceptional level of service in every interaction.

In this role you will handle inbound and outbound calls, emails and web-chats, manage policy queries, changes and renewals, and maintain accurate records with a focus on first-class customer experience. Training is provided and a full-time 40-hour week rotates across shifts.