Customer Service Representative

LV= Life & Pensions; Winterbourne Earls; Hybrid; GBP 20,000 - 26,000; Full time

Benefits offered by this job

26 days holiday

Annual bonus

Cycle to work

Pension matching

Discount on life products

Free parking

Coffee lounge

Tea/coffee facilities

Book-swap

Employee EAP

Job summary

LV= Life & Pensions is hiring a Customer Service Representative to join the Reconnections team (permanent) or the Protection Existing Business team (9-month FTC) in Bournemouth. The role focuses on maintaining customer contact by phone or email, supporting claim-related interactions, and delivering compassionate service.

You'll join a supportive, training-led environment with hybrid working and opportunities to progress within our career framework.

Qualifications

• Experience of providing outstanding customer service in a professional setting.
• Team-oriented with ability to collaborate across teams.
• Compassionate and caring approach when dealing with customers.
• Strong communication skills and ability to make customers feel valued.
• Excellent multi-tasking and organizational abilities.
• Use initiative to solve problems and create solutions that delight customers.
• Strong written and verbal communication with attention to detail.
• Respectful and courteous in interactions with colleagues and customers.

Responsibilities

• Maintain contact with customers predominantly via telephone or email.
• Handle calls from customers making claims on existing policies with empathy.
• Work as part of a busy Customer Response Team.
• Provide care and support during challenging times to customers and their families.
• Follow systems and processes, and engage in ongoing training.

Skills

Customer service

Team player

Compassionate

Communication skills

Attention to detail

Multi-tasking

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=.