Customer Service Representative - Agency Management

LV=; Exeter; Hybrid; GBP 25,000; Full time

Job summary

A leading life insurance provider in Exeter is seeking a Customer Response Team member for a 12-month contract. This full-time role involves assisting financial advisors and offers a hybrid working model. You will engage with clients primarily through phone and email, providing support and resolving inquiries. Ideal candidates will have experience in delivering outstanding customer service and enjoy working in a supportive team environment. A competitive salary and excellent benefits are offered.

Benefits

26 days' holiday increasing to 28 after two years

Annual bonus scheme

Cycle to work scheme

Competitive pension matching

Up to 20% discount on life products

Free parking

Access to mental health first aiders

Free coffee and tea facilities

Qualifications

• Experience in customer service roles in retail, hospitality, or healthcare.
• Ability to multi-task and communicate effectively.
• Compassionate and caring demeanor.

Responsibilities

• Maintain contact with financial advisors via phone and email.
• Handle queries regarding terms of business.
• Assist in checking commission statuses and applications.

Skills

Customer service experience

Team player

Communication skills

Problem-solving initiative

Attention to detail

Job description

About the Role

We are currently advertising for a 12 months contract in our Agency Management Team. The candidate will ideally have agency/commissions experience. We will be able to offer evening interviews for those in full time work.

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 can offer a mix of office and home working once you are trained and up to speed with systems & processes. Salary is £24,570. Your salary will also have the potential to increase as you progress thought 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 financial advisors, predominantly via telephone communication or by email.

You will be dealing with a range of queries from financial advisors who could be looking to apply for terms of business & creating an agency with us, through to checking the status of their commission or chasing a statement, or even trying to access our website to submit an application on behalf of their customer.

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! Don’t miss your chance to join us!

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

• This role is a Band A in the LV= Structure.
• 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%
• 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 coffee lounge for breaks, plus free tea and coffee-making facilities including dairy and dairy-free milk
• Free book-swap scheme
• Access to on-site Mental Health first aiders and a 24-hour employee EAP helpline

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.

Also, if the successful candidate is offered this role, your base benefits will not change during the duration of your secondment.

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.