Customer Service Assistant

Chartered Insurance Institute; Greater London; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

10% non-contributory pension

30 days annual leave + bank holidays (

Healthcare cash plan

Life assurance

Modern office space at Tower 42 with 1

Job summary

Chartered Insurance Institute in London Hybrid is seeking a Customer Service Assistant to handle enquiries via voice, chat and email, offering expert advice on our products, services and membership options.

You will build strong relationships with members and customers, ensuring satisfaction through courteous communication, take ownership of your work, and contribute ideas to improve service delivery within our Knowledge First framework.

Qualifications

• Previous experience in a client facing role.
• Strong organisational and time management skills.
• Excellent communication via voice, chat and email.
• Willingness to learn through Knowledge First competency framework.

Responsibilities

• Handle enquiries via voice, chat and email, providing expert advice on our products, services and membership options.
• Build and maintain strong relationships with members and customers, ensuring satisfaction through courteous and effective communication.
• Take ownership of your work and contribute ideas to enhance service delivery.

Skills

Client-facing experience

Excellent communication

Organisational skills

Problem solving

Job description

Our Mission

The overarching purpose of the Chartered Insurance Institute (‘the Institute’) is to educate and support our members to deliver services to the highest professional standards and to advocate for the public good. By doing this the Institute builds and maintain public trust in the insurance, financial planning, and mortgage advice professions.

Hybrid, London - City

Full Time, Permanent

Salary: £25,500 per annum

Our Mission

The overarching purpose of the Chartered Insurance Institute (‘the Institute’) is to educate and support our members to deliver services to the highest professional standards and to advocate for the public good. By doing this the Institute builds and maintain public trust in the insurance, financial planning, and mortgage advice professions.

Our Vision

Our vision is that CII and PFS professionals build a world which delivers ever greater financial resilience for individuals and societies more broadly.

Your Role

As a Customer Service Assistant, you will be at the forefront of delivering an exceptional customer experience. You will handle enquiries via voice, chat, and email, providing expert advice on our products, services, and membership options. Your ability to understand and address customer needs will be crucial in offering tailored solutions and converting customers to members, thereby supporting our membership growth.

In this role, you will build and maintain strong relationships with both members and customers, ensuring their satisfaction through courteous and effective communication. You will take ownership of your work, demonstrating a positive attitude towards various tasks. Your creativity and proactive approach will be valued as you identify and recommend new processes and ideas to enhance our service delivery.

Your excellent organisational and time management skills will help you thrive in our busy, dynamic environment. You will continuously develop your skills through our Knowledge First competency framework, contributing to your personal growth and the overall success of our team. By providing the highest quality of customer care, you will play a vital role in upholding our commitment to excellence.

You

• You enjoy speaking with clients and solving interesting challenges in a specialist field
• You want to make a genuine impact on the trust and relationships your clients have with the organisation.
• You pride yourself on your organisation skills and enjoy a fast-paced day.
• You have previous experience in a client facing role.

Your Benefits

In addition to an market-benchmarked base salary, here are some of the benefits you can expect from CII as a valued colleague:

• 10% non-contributory pension
• 30 days annual leave + bank holidays (pro rata)
• Healthcare cash plan
• Life assurance
• Modern office space located in a building which is a part of Tower 42, 1st Floor, 30 Old Broad St, London and discounts

Interview Process

We understand that taking time to prepare for and to attend interviews is a big commitment and want the process to be as transparent as possible.

You Can Expect The Following Process From Us

• A short, introductory phone call from our Talent Acquisition Advisor.
• A formal 1st Stage telephonic interview with the Contact Centre Training and Development Executives
• A formal 2nd Stage (Teams/In-person TBC) interview with leadership representatives of the Customer Services teams.

Application Deadline

We will review applications on a rolling basis and the position will close once we have secured a shortlist.

Next Steps

If you have any queries or require assistance, please get in touch on [e-mail] and we will endeavour to come back to you as soon as possible.

We are an inclusive employer and welcome applications from all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know. We are committed to ensuring all candidates have equal access and opportunity, in line with the Equality Act 2010.

Please note: At the CII, we work with a carefully selected Preferred Supplier List (PSL) for recruitment. We do not accept speculative CVs and kindly request that agency recruiters do not contact our managers directly, to ensure a consistent and properly coordinated recruitment process.

If you are interested in working with us in the future, please contact [e-mail] . We review our PSL at set intervals and are happy to retain details for consideration when opportunities arise.

Agencies who do not follow this process will be excluded from any future opportunities to work with us, including PSL reviews