Customer Service Consultant

Travelers Canada; Northampton; Hybrid; GBP 27,000 - 28,000; Full time

Benefits offered by this job

Hybrid work

25 days annual leave

Private medical insurance

Life assurance

Job summary

Simply Business in Northampton is seeking a Customer Service Consultant to support UK small business policyholders across email, phone and live chat. You will handle payments, renewals and sales queries with the aim of first-contact resolution while upholding FCA and data protection standards.

This hybrid role offers a starting salary in the low-to-mid £30k range with progression after 6 and 12 months, plus benefits including 25 days leave and private medical insurance.

Qualifications

• Proven background in a contact centre environment.
• Excellent computer skills and ability to switch between tasks and channels.
• Customer-focused with ability to resolve complaints at first contact.
• Working knowledge of Simply Business systems.

Responsibilities

• Provide omnichannel support across email, phone and live chat.
• Handle payment, renewal and sales queries with first-touch resolution.
• Navigate payment queries and retention before cancellation.
• Communicate professionally while adhering to FCA and Data Protection standards.

Skills

Contact centre

Customer service

Multichannel support

Complaint resolution

Tech literacy

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

Ready to join us and drive our success as a high-performing team?

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.

Thank you for your interest in a career at Simply Business! The Candidate Home page will allow you to check the status of your application(s) and receive important updates and materials. To explore career opportunities and learn more about Simply Business, check out our US career page or our UK career page.

At Simply Business, we insure small businesses and enable big dreams. Not just for our customers, but for our people, our communities and our environment. We believe a world-class company culture is crucial to achieving our business goals as we make insurance more accessible to small business owners. We’re building a better way to buy small business insurance, and we’re using technology to get the job done. That includes developing cutting-edge data gathering and analysis capabilities; living and breathing testing and experimentation; and harnessing the many benefits of AI and other emerging technologies. We’re a values-led business. Our people all have a part to play in building a culture that lives these values: learning, empowerment, authenticity, pioneering, and simplicity.