Customer Experience Representative

Markerstudy Group; Sunderland; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

32 days annual leave

Hybrid 50/50 on-site/home

Life Assurance 4x annual salary

Job summary

Markerstudy Group in Sunderland is seeking experienced Customer Service professionals for a full-time role within an established insurance company. Start date 4 January 2027. Hybrid work pattern with 50/50 office/home, training in-office for 3 months. Salary £25,500 basic + £2,500 shift allowance (£28,000 total).

The role handles customer queries, mid-term adjustments, cancellations and payments, aiming for first-time resolution while complying with regulatory requirements.

Qualifications

• At least 1 year of customer service experience.
• Excellent keyboard skills.
• Ability to work in a fast-paced environment.
• Strong communication and empathy.

Responsibilities

• Take inbound calls from customers about car, van and home insurance queries.
• Provide a personalised and proactive customer experience.
• Communicate in plain English to help customers make informed decisions.
• Adhere to FCA rules, Data Protection Act and Money Laundering regulations.
• Resolve customer queries to achieve first time resolution.
• Handle mid-term adjustments, cancellations and payments.
• Use technology effectively to meet customer needs.
• Work as part of a team in a fast-paced environment with attention to detail.

Skills

Customer service experience

Keyboard skills

Communication skills

Empathy

Attention to detail

Job description

We are recruiting for experienced Customer Service professionals to work for a well-known, established insurance company!

If you have at least one year’s customer service experience, excellent keyboard skills and the ability to work in a fast-paced environment… this could be the role for you!

We have roles available in Sunderland for a start date of 4th January 2027

This is a full time position, working a shift pattern covering the opening hours of 8am - 8:30pm Monday to Friday, 8am - 6pm Saturday and 9am - 4pm Sunday. The shift pattern will include 1 in 2 Saturdays and 1 in 4 Sundays.

Salary for this position is £25,500 basic + £2500 shift allowance totalling to £28,000 per annum.

Please note this is a hybrid position with a 50/50 split between working from the office and at home, however for the first 3 months whilst training and developing you are required to be in the office full time.

Full in-depth training is provided for this position.

The purpose of this role is to act as the first point of contact for the Customer to resolve a variety of customer queries, including mid-term adjustments, cancelations & payment queries to achieve a 'first time resolution' while competently managing the customer experience. To ensure compliance with company procedures and regulatory requirements to always deliver customer excellence.

Key Accountabilities and Responsibilities:

• Deliver an exceptional Customer experience taking ownership of any past, current or future questions the Customers may have.
• Take inbound calls from potential and existing customers, dealing with car, van and home insurance queries.
• Offer a personalised and proactive Customer Experience.
• Communicate to Customers using plain English enabling them to make informed decisions.
• Ability to modify communication style to build relationships and loyalty with Customers.
• Be attentive, objective, patient & empathetic when speaking to customers.
• Adhere to all regulatory requirements, for example, the Financial Conduct Authority's rules & principles, Data Protection Act & Money Laundering regulations.
• Use technology in order to meet the customers' needs in a timely manner

Skills, Experience and Knowledge:

• Ideally 1 years experience working within a customer service environment, this could be from a variety of backgrounds including retail, contact centre and hospitality (face to face, by phone or in written form).
• Able to take responsibility for customer concerns & resolution.
• Good communication skills, able to remain objective & demonstrate empathy.
• Experience of using technology including excellent keyboard skills.
• Ability to work in a fast-paced environment.
• A high level of attention to detail.
• Able to identify personal goals & take responsibility for your own development plan.
• Able to remain self-motivated.

What we offer in return:

• 32 days annual leave (inclusive of bank holidays)
• Hybrid working split 50% on-site and 50% at home
• Life Assurance 4x annual salary