Customer Service Representative

LV=; Greater London, Exeter; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

26 days holiday

Annual bonus

Cycle to work

Pension with LV= match up to 14%

Discount on life products

Free parking on-site

Coffee lounge and drinks

Tea and coffee facilities

Book-swap scheme

Mental Health first aiders and EAP

Job summary

LV= Life and Pensions is advertising a 9-month contract for the Protection Claims team with hybrid working. The role is based in Exeter, working 37.5 hours weekly (Mon–Fri, 9am–5pm) with three days in the office and the rest from home.

Salary is £26,227.50, with potential increases as milestones are reached within the career framework. You’ll support customers calling about existing policies, or liaise with Independent Financial Advisors to create new policies, delivering compassionate service

Qualifications

• Experience delivering outstanding customer service in any sector.
• Able to work well in a team and support colleagues.
• Empathetic and caring approach to customers.
• Strong communication and active listening skills.
• Able to handle multiple tasks and manage priorities.
• Proactive in solving problems and creating solutions.
• Good attention to detail in written and verbal communication.
• Courteous and respectful when interacting with colleagues and customers.

Responsibilities

• Provide high quality customer service to policyholders via phone and email.
• Maintain contact with customers to assist with claims and policy matters.
• Support customers through difficult life events with compassion.
• Collaborate with Independent Financial Advisors as needed for policy creation.
• Use initiative to resolve issues and improve customer experience.
• Communicate clearly and accurately, with attention to numbers and words.
• Support, respect, and assist new colleagues as part of a team.
• Contribute to a positive, supportive workplace culture.

Skills

Customer service experience

Team player

Compassionate and caring

Excellent communication

Multi-tasking

Problem solving

Attention to detail

Respectful and courteous

Job description

About The Role

We are currently advertising for a 9 months contract in our Protection Claims team.

At LV= Life and Pensions, we’re fully committed to ensuring that our customers trust us to protect their families, finances, and futures – that’s 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 are currently offering a hybrid working model (Full time office working until after an initial training period between 3-6 months) - so this would mean spending 3 days at our Exeter office, and the rest of your week from home - the best of both worlds!
You'll work 37.5 hours per week (Monday to Friday between 9am-5pm). No weekend work. Overtime is available where there is a business requirement.

We offer a hybrid working model; however, your presence will be required in our Exeter office.(Full time office working until after an initial training period of 6 months).

Salary is £26.227.50. 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 we’re looking for. We thrive on the benefit of everyone’s 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. You may also be dealing with new policy creation by speaking with our team of Independent Financial Advisors, these conversations are crucial to providing the best possible experience for our new customers and driving our values into each conversation.

Some of these calls may be a little difficult, but we’ll always support you. 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. One thing we’re 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!

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

• 26 days' holiday – which increases after two years’ service to 28 days (adjusted for 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.

About Us

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 it’s 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=.