Customer Experience Executive

PIB Group Services Ltd.; Hemel Hempstead; On-site; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Competitive package and benefits

Supportive and friendly team

Job summary

PIB Group is hiring a Customer Experience Executive in the U&D division to be the first port of call for customers, handling inquiries, complaints and support requests mainly via phone and live chat. You will provide product information, resolve issues, process transactions, and build trust through excellent service.

This role offers a starting salary of £22,932, with the opportunity to earn up to £27,232 per year through a clear three-tier career pathway, plus annual salary and bonus reviews

Qualifications

• Needs to handle inquiries, complaints and support requests with empathy.
• Ability to learn new systems and processes.
• Strong communication and rapport-building skills.

Responsibilities

• Handle inquiries via phone and live chat end-to-end.
• Provide product information and resolve issues.
• Process transactions and manage refunds/triage where needed.
• Work with a diverse team to meet SLAs.

Skills

Confident communication

Active listening

Problem solving

Adaptability

Job description

The Role – Customer Experience Executive

PIB Group are looking for a Customer Experience Executive within their U&D division to be the first port of call for their customers where you will be handling inquiries, complaints, and support requests primarily via phone and live chat. You will be responsible for providing product information, resolving issues, processing transactions, and building trust with customers through the excellent service you deliver. This role offers a starting salary of £22,932, with the opportunity to earn up to £27,232 per year. This is through a clear three-tier career pathway, plus annual salary/bonus reviews in line with your own and the company’s performance.

What you’ll be doing:

• Handle queries through inbound and outbound contact end-to-end, ensuring accurate advice, compliant outcomes, and timely resolutions for our customers.
• Provide excellent customer service with empathy and understanding at the core.
• Work effectively as part of a diverse team to deliver our SLAs to our partners and customers.
• Execute critical processes accurately (e.g., policy changes, renewals, cancellations, refunds, complaints triage).

What we’re looking for:

• Confident in speaking to people and building rapport.
• Natural problem solver.
• Ability to learn new systems and processes.
• Active listener.

What You Will Get:

• Competitive package and benefits.
• Supportive and friendly team.

Why PIB Group?

PIB Group is one of the UK’s fastest-growing insurance businesses, offering real career progression, professional development, and a collaborative culture where your work truly matters. We encourage our people to be collaborative, with entrepreneurship at our core. We are a fast-paced, growing organisation and an exciting place to be. We also value ambition and creative thinking. You don’t have to tick every box to apply, if you bring fresh ideas and a drive to grow, we’d love to hear from you!

Inclusion & Accessibility

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.

If you need this job advert in any other format or require any adjustments for your application or during the recruitment process, please reach out to [e-mail] #LP

We are a dynamic and diversified insurance intermediary group providing specialist insurance solutions across the UK market and Internationally.