Customer Service Representative

Petcover Group; Haywards Heath; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Life insurance

Company discount

Bupa Cash Plan to support dental, eye,

25 days annual leave

5% pension match

Enhanced paid sick leave

Job summary

The Petcover Group is a growing pet insurance business with offices across the UK, EU, Australia and New Zealand. We are looking for a Customer Service Representative to join our UK business. This role is ideal for looking to start a career in customer service.

You will support the operations team with a wide range of customer service, sales and administration activities across our product lines, ensuring compliance and high levels of satisfaction.

Qualifications

• Strong customer service orientation.
• Excellent written and verbal communication.
• Ability to identify sales leads.

Responsibilities

• Answer and resolve customer queries, taking ownership from start to resolution.
• Conduct policy administration on behalf of customers and the team.
• Pro-actively follow up insurance enquiries to convert to a policy.
• Ensure high levels of customer satisfaction and accurate records.
• Develop knowledge of the company's products and processes.
• Identify trends and propose improvements to management.
• Support colleagues and assist newer employees with queries.
• Ensure compliance with company and regulatory policies.

Skills

Strong customer service

Excellent communication

Identify sales leads

Job description

The Petcover Group is a growing pet insurance business with offices across the UK, EU, Australia and New Zealand.

We are looking for a Customer Service Representative to join our UK business. This role is ideal for looking to start a career in customer service.

You will support the operations team with a wide range of customer service, sales and administration activities across our product lines.

Responsibilities and Activities

• Answer and resolve customer queries, taking ownership of this process from start till resolution
• Conduct general policy administration on behalf of customers and the team
• Pro-actively follow up insurance enquiries to convert to an insurance policy
• Ensure high levels of customer satisfaction
• Produce compliant, high-quality documentation and maintain up-to-date and accurate customer records
• Develop a comprehensive knowledge and understanding of the company's products
• Identify trends and areas for improvement and present potential solutions for these issues to management
• Work closely with colleagues to share knowledge and expertise, support newer employees with queries when needed
• Ensure compliance with both company and regulatory policies
• Undertake regular learning and development in line with company and FCA requirements

Required Skills

• Strong customer service orientation
• Excellent written and verbal communication skills, able to communicate with a wide range of internal stakeholders as well as our customer/client base
• Ability to identify sales leads

Reports to: Customer Service Team Leader

Benefits and Opportunities

• Life insurance
• Company discount
• Bupa Cash Plan to support dental, eye and medical expenses
• 25 days annual leave, increasing with tenure
• 5% pension match and salary sacrifice available
• Enhanced paid sick leave