Customer Service Representative - Bournemouth

LV=; Bournemouth; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A financial services company in Bournemouth is seeking a Customer Service Representative for a hybrid working role. Ideal candidates should excel in customer service, showcase compassion, and be adaptable. Duties include managing customer interactions mainly via phone, especially claims, in a supportive environment. This role offers a salary from £24,570 and various employee benefits, including holiday entitlements and discounts on products.

Benefits

26 days' holiday increasing with service

Annual bonus scheme

Cycle to work scheme

Company matched pension scheme

Discounts on life products

Free parking

Coffee lounge

Mental health support

Qualifications

• Experience in providing outstanding customer service in retail, hospitality, or healthcare.
• Ability to work effectively as part of a team.
• Strong communication capability to make customers feel valued.

Responsibilities

• Maintain contact with customers via phone or email.
• Support bereaved customers with compassion during claims.
• Get trained on systems and processes for effective performance.

Skills

Outstanding customer service

Team player

Compassionate and caring

Great communication skills

Multi-tasking

Problem-solving initiative

Attention to detail

Job description

About The Role

Customer Service Representative – Hybrid Working

We are currently advertising for 9 & 12 Month Fixed Term Contracts with the potential for them to go on longer. We will also 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 offer a hybrid working model; however, your presence will be required in our Bournemouth office (Full time office working until after an initial training period of 6 months).

Salary from £24,570. Your salary will also increase as part of our new salary framework.

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. Some of these calls may be a little difficult, but we’ll always support you and 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! 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 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
• 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
• A fantastic new coffee lounge where you can relax, socialise, and enjoy a delicious drink and snack
• Free tea and coffee-making facilities available in the office, including dairy and dairy-free milk
• Free book-swap scheme for you to find what you love
• Access to on-site Mental Health first aiders and our free, 24‑hour employee EAP helpline

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.

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=.