Customer Service Representative

LV= Life & Pensions; Bournemouth; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Holiday allowance

Annual bonus

Cycle to work

Enhanced pension

Staff discount

Free parking

Coffee lounge

Tea/coffee facilities

Book-swap

Mental Health support

Job summary

LV= Life and Pensions is seeking a Customer Service Representative to join the Reconnections team on a permanent basis, with a 9-month fixed-term option in the Protection Existing Business team. You will handle inbound and outbound calls and emails, supporting customers through claims and policy questions, and providing care during challenging times.

The role offers hybrid working with required office presence in Bournemouth after an initial training period.

Qualifications

• Experience in providing outstanding customer service across sectors such as retail, hospitality, or healthcare
• Strong communication and interpersonal skills
• Able to work well in a team and show compassion and care
• Excellent problem-solving and numerical/wording accuracy
• Capable of handling challenging calls with empathy and professionalism

Responsibilities

• Maintain contact with customers predominantly via telephone or email
• Assist customers making claims on existing policies
• Deliver care and support during difficult times to ensure a positive customer experience
• Work collaboratively within the team to achieve targets and uphold LV= standards

Job description

Customer Service Representative

About the Role

We are currently advertising for a Permanent role in our Reconnections team & a 9 months Fixed Term Contract in our Protection Existing Business team. At LV= Life and Pensions, were fully committed to ensuring that our customers trust us to protect their families, finances, and futures thats why we keep them at the heart of every decision we make. In fact, doing the right thing is what unites all 1,200 of our people, driving us forward as we shape tomorrow, together. We offer a hybrid working model; however, your presence will be required in our Bournemouthoffice.(Full time office working until after an initial training period of 6 months). Salary is . Your salary will also have the potential to increase as you progress through our career development framework when milestones are reached.

About You

We're looking for people of all walks of life to join our team, who will be friendly, kind, ambitious, passionate, empathetic and caring! If you are all of those things, you're who were looking for. We thrive on the benefit of everyones differences and love to learn from each other - being totally committed to equal opportunities opens up massive benefits, not just to our organisation and people, but also to our members and our products. Whoever you are, whatever you are and in whatever way you identify, you're welcome here. Within your role as part of our busy Customer Response Teams, you'll focus on maintaining contact with our customers, predominantly via telephone communication or by email. You may be dealing with customers who are making claims on existing policies, meaning that some people you speak to will be bereaved and in need of our compassion and care. Some of these calls may be a little difficult, but well always support you and you'll be providing care and support to people during challenging points in their lives your contact with them could have a really positive impact during an otherwise difficult time. Our team is massively supportive and everyone around you will help each other. You'll be trained and mentored to make sure you know the systems and processes inside out, as well as learning how to deal with the tougher scenarios.

Key Responsibilities

• Have experience of providing outstanding customer service, whether that's in retail, hospitality, or perhaps healthcare
• Be a team player who enjoys working with others
• Be compassionate and caring
• Have great communication skills and a real talent for making customers feel special
• Be a fantastic multi-tasker
• Be able to use your initiative to solve problems and create solutions that delight our customers
• Be good with words and numbers, and pay strong attention to detail
• Be supportive, respectful, and courteous to all your new colleagues

Although it can be tough dealing with calls of this nature, it is thoroughly rewarding being able to make one thing just that little bit easier for customers and their loved ones.

Rewards and Benefits

This Role is a Band A in the LV= Structure.

At LV= Life and Pensions, you'll go above and beyond to do the right thing for our customers and well reward you with an attractive, competitive salary and benefits package in exchange for your hard work, including:

• 26 days' holiday which increases after two years service to 28 days (adjusted for your shorter contracts).
• The opportunity to buy or sell up to five days holiday
• An annual bonus scheme based on company and personal performance
• Cycle to work scheme
• A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14% - subject to National Minimum Wage requirements.
• You'll receive up to 20% discount on our life products for you and your immediate family.
• Free parking is available on-site, offered on a first come first served basis
• We have a fantastic new coffee lounge where you can relax, socialise, and enjoy a delicious drink and snack.
• Free tea and coffee-making facilities are also available in the office, including dairy and dairy-free milk
• Free book-swap scheme for you to find what you love, whether it's a thrilling tale or romantic novel
• Access to on-site Mental Health first aiders and our free, 24-hour employee EAP helpline

Please note all salary sacrifice benefits are subject to National Minimum Wage requirements i.e. you are unable to select any benefits that would reduce your base pay below the minimum wage threshold.

We're proud of our inclusive culture at LV= and, as an equal-opportunity employer, we continually work to remove unconscious bias from our recruitment process. We value our colleagues for what they bring to our team regardless of any protected status or characteristics they may have. Talk to us about flexible working as part of your application; if its right for you, our members and customers, and our business, then we'll do everything we can to make it happen. Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.

Go on, bring your true self to LV=.