Customer Service Representative

LV= Life & Pensions; East Orchard; Hybrid; GBP 23,000 - 27,000; Full time

Benefits offered by this job

26 days' holiday

Buy/sell up to five days holiday

Annual bonus scheme

Cycle to work scheme

Pension with LV= double match up to 14

Discount on life products

Free on-site parking

Coffee lounge

Tea and coffee facilities

Book-swap scheme

Employee EAP helpline

Job summary

LV= Life and Pensions is hiring a Customer Service Representative to support its Reconnections and Protection Existing Business teams. The role is based in Bournemouth with a hybrid working model and an initial training period.

You will handle customer interactions by phone or email, assist in claims on existing policies, and provide compassionate support when customers need it most. We value friendly, empathetic colleagues who can balance strong communication with careful attention to detail.

Qualifications

• Have experience of providing outstanding customer service.
• Be a team player who enjoys working with others.
• Be compassionate and caring.
• Great communication skills and a talent for making customers feel special.
• Be a fantastic multi-tasker.
• Be able to use your initiative to solve problems and create solutions.
• Be good with words and numbers, with strong attention to detail.
• Be supportive, respectful, and courteous to colleagues.

Responsibilities

• Maintain contact with customers predominantly via telephone or email.
• Handle calls from customers making claims on existing policies.
• Provide care and support to customers during challenging times.

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 Were 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, youre 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, youre 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 youll 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. Youll 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. One thing were good at? Celebrating success and a job well done! So if you enjoy being on the phones and are looking for a role where you can really make a difference and help others, this is it! Dont miss your chance to join us!

Key Responsibilities

Youll need to:

• 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

Rewards and Benefits

This Role is a Band A in the LV= Structure At LV= Life and Pensions, youll 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.
• Youll 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 well 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=.