Customer Service Consultant

Simply Business; Northampton; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Work-life balance

25 days annual leave

Buy extra five days holiday

Flexible parental leave

Life event leave

Sabbatical after 5 years

Private medical insurance

Annual bonus

Learning platform access

Pension matching

Life assurance policy

Salary sacrifice car scheme

Flexible benefits

Job summary

Simply Business in Northampton is seeking a Customer Service Consultant to support the UK’s small business customers across email, phone and live chat. You will handle queries on payments, renewals and sales with a focus on first-touch resolution.

The role is hybrid, with a starting salary of £27,280.50 and clear progression tiers based on performance. You will work Monday to Friday 9:00–17:30 plus 1 in 3 Saturdays, from Northampton and home setup is provided.

Qualifications

• Background in a contact centre environment.
• Proven ability to handle and resolve complaints at first contact.
• Excellent computer skills and ability to switch between tasks and channels.

Responsibilities

• Provide omnichannel support via email, phone, and live chat (Zendesk).
• Drive resolution for payments, renewals and sales queries.
• Navigate payment queries to protect business retention before cancellation.
• Maintain FCA and Data Protection standards in communications.

Skills

Contact centre

Tech literacy

Complaint resolution

System knowledge

Tools

Zendesk

Job description

Who Are We?

We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 1,000,000 active insurance policies, we protect builders, bakers, landlords and more than 1,200 other trades.

We’re a technology company as well as one that sells insurance. That means we build, we fail, we learn and we improve. Through our global social impact strategy, called ‘The Big Dreams Project’, we’re working to help 10,000 small businesses start or grow by 2030.

Why not check out our advert on YouTube: Simply Business TV advert 2024: ‘Simply the Best’.

Job Category

Operations

Position Type

Permanent

Target Openings

8

What Is the Opportunity?

If you take genuine pride in helping people and love solving complex problems, you will look forward to coming to work every day. As a Customer Service Consultant, you will be on the front lines, supporting the UK’s small business heroes and ensuring their policies and payments are seamless.

This is not just a simple transaction; it is about providing exceptional, multi-channel support and expertly retaining our valued customers.

What you will be doing

• Omnichannel Support: You will support customer queries across our email ticketing system (Support Zendesk), inbound calls, and live chat.

• Driving Resolution: You will handle payment, renewal, and sales queries, always aiming for first-touch resolution.

• Ensuring Retention: You will expertly navigate payment queries, including Premium Credit and Direct Debit defaults, collecting necessary details to ensure business retention before cancellation.

• Championing Quality: You will communicate professionally while strictly adhering to FCA Regulations and Data Protection standards.

What you will bring to the team

• Peak Experience: You have a successful background in a contact centre environment and take genuine pride in the quality of your work.

• Agility & Tech Literacy: You have excellent computer skills and can dynamically switch between different tasks and communication channels.

• Complaint Resolution: You are customer-focused with the proven ability to handle and resolve complaints at the first point of contact.

• System Knowledge: You ideally possess a working knowledge of Simply Business systems and can quickly adapt to any challenges.

Salary & Performance-Based Progression

We believe in rewarding your growth and success. We offer a clear, positive pathway to increase your basic salary based on your performance:

• Starting Salary: £27,280.50

• £28,411.50: With a view to moving to this tier within your first 6 months, all being well.

• £31,648.50: Opportunity to progress after 12 months at Tier 1, driven by high performance.

• £34,866.00: Opportunity to progress after 12 months at Tier 2.

Logistics & Work-Life Balance

• Working Pattern: This is a hybrid role where you will work eight days per month from our Northampton hub, subject to team needs.

• Home Setup: We will provide all the equipment you need to work from home on the other days; you just need a broadband connection with a speed of 20Mbps or more.

• Hours: Monday to Friday, 9am to 5:30pm. You will also work 1 in 3 Saturdays from 9am to 2pm, which will start after your first 3 months.

We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.

What are the benefits of working at Simply Business:

• we offer a great work-life balance where workloads are manageable and everyone has the flexibility to work hybrid

• on top of the 25 days annual leave (plus bank holidays), we offer the option to buy five more days of holiday with your flexible benefits

• our flexible parental leave allows you to approach an important time how you want - with six months full pay to the primary caregiver and four weeks full pay if you’re the secondary caregiver

• our life event leave is an extra days leave every two years for those big moments in your life like moving house or your birthday. And our long-serving employees get a two week paid sabbatical after five years of service, then four weeks off after ten years of service

• private medical insurance through BUPA, that covers any pre-existing condition is a core benefit. Plus a health cash plan that covers your everyday medical expenses

• we offer a competitive salary based on your experience and the current market. Plus the potential to earn an annual bonus based on performance

• access to tools to support your personal development on our dedicated learning platform. As well as support for your mental health with access to counselling

• we match what you put into your pension up to five per cent. And pass on a tax-free sum that’s four times your basic salary with our life assurance policy , with the option to increase it to ten times through our flexible benefit scheme

• our salary sacrifice car scheme gives you the option to buy a brand new, fully insured, and maintained car for a convenient fixed monthly amount taken from your gross salary (after 6 months service)

• our flexible benefits scheme gives you an allocated amount to use each year on benefits like critical illness cover, dental insurance, travel insurance, or a gym membership

Employment Practices

Simply Business is committed to providing equality and opportunities for all employees and candidates considering a career with us. We offer a workplace where colleagues are treated with respect and dignity. We don’t (and won’t) discriminate either directly or indirectly on the grounds of race, colour, religion, belief, political opinion, disability, nationality, ethnic origin, sex, sexual orientation or relationship status at any stage of the hiring process or during the course of your employment.