Customer Service Representative

ZipRecruiter; Liverpool; On-site; GBP 25,000 - 28,000; Full time

Job summary

Join a leading insurance contact center in Liverpool as a Customer Service Representative. In this dynamic role, you'll use your strong communication skills and empathy to provide exceptional service to customers, tackle challenges head-on, and see your career soar with various growth opportunities. Experience a supportive work environment where your success is celebrated and rewarded.

Benefits

Enhanced Annual Leave entitlement starting at 31 days

Enhanced paternity and maternity pay

Colleague Assistance programme for wellbeing

Financial benefits including life assurance and pension

Flexible benefits platform with various options

Qualifications

• Strong communication skills for phone and webchat interactions.
• Empathy to handle tricky situations with care.
• Attention to detail in managing insurance policies.

Responsibilities

• Achieving goals and KPIs to impact team success.
• Turning complaints into opportunities for service improvement.
• Handling policy queries and changes for customers.

Skills

Communication Skills

Empathy

Attention to Detail

Job description

Job Description

Job Title: Customer Service Representative

Snapshot: Customer Service Representative

Location: Liverpool

Salary: £25,877 - £27,515, plus up to £2,000 performance-related bonus

Working Hours: 37.5 hours per week, Monday to Friday 09:00am - 17:30pm, 1 in 3 Saturdays 09:00am - 12:30pm

Are you ready to join an amazing team where every day brings a new challenge and opportunity to grow? This is more than just a job - it's your chance to build a career, develop your skills, and be part of a high-energy, supportive environment that celebrates success.

We're looking for a Customer Service Representative to join our thriving inbound contact centre, specializing in insurance - and we want YOU to be part of our journey!

What You'll Be Doing:

1. Crushing Your Goals & KPIs: Every day, you'll have the chance to hit exciting targets and make a real impact on our team's success. As you grow and improve, so will your salary!
2. Achieving Quality Excellence: Delivering fantastic service will be your superpower. You'll shine in call audits and always strive to meet our high-quality standards.
3. Turning Complaints into Opportunities: Every complaint is an opportunity to WOW a customer. You'll turn difficult situations around with your patience, empathy, and problem-solving skills.
4. Handling Policy Queries & Changes: You'll be the go-to expert for customers seeking clarity or needing to make changes to their insurance policies.
5. Providing VIP Service to Every Customer: Whether helping a regular customer or someone facing a tough time, you'll go above and beyond to make their experience amazing.
6. Being a Brand Ambassador: You'll proudly represent our brand and values, creating an exceptional experience for everyone you interact with.

What We're Looking For:

• Motivation & Drive: You're passionate about providing exceptional service, tackling challenges head-on, and continuously improving.
• Strong Communication Skills: You'll be on the phone and webchat - and you're great at explaining things clearly and making customers feel heard and valued.
• Empathy & Patience: You can handle tricky situations with grace and always put customers first, especially those who might need a little extra care.
• Goal-Orientated: You love a challenge and take pride in hitting your targets and achieving your personal best.
• Attention to Detail: Accuracy matters - and you've got an eye for it when it comes to managing insurance policies.

Why This Opportunity is So Exciting:

• Career Growth with Pay Increases: Start with us and watch your career take off!

With full training provided, you'll gain valuable skills and experience that will set you up for long-term success. Plus, as your experience grows, so does your pay! Join an Amazing Team: You won't just be another employee - you'll be part of a team that's supportive, friendly, and always pushing each other to be better. Endless Development Opportunities: We believe in continuous growth. As you master new skills and build your expertise, there's always a chance to level up. A Fun and Dynamic Environment: This isn't your average job. With a positive, high-energy vibe, we make work enjoyable while achieving great things together.

Wellbeing & Benefits:

• Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
• Enhanced paternity pay and 16 weeks full maternity pay.
• Colleague Assistance programme offers a suite of wellbeing services such as: Network of internal qualified mental health first aiders are available to provide support to colleagues.
• Financial benefits including life assurance, access to earnings before payday via Dayforce Wallet, company pension scheme, and a £250 bonus for each colleague recommended who passes probation.
• Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice.
• Options to donate to charity directly from salary.

Reward, Recognition & Culture:

• Long Service Award paid at 5, 10, and 15 years of service
• A reward and recognition hub to celebrate colleagues and peers.
• Engaging company events including awards, competitions, and charity fundraisers.

For more information about our benefits, please visit our website.

Candidates with experience or relevant titles such as Customer Services Administrator, Customer Support, Client Service, Sales Support, Customer Service Consultant, Business Support, Office Administrator, and Administrative roles will be considered.