Customer Service Representative - Hitchin

LV=; Hitchin; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading financial services company in Hitchin is seeking a Customer Service Representative for a 12-month FTC in their Savings & Retirement and Equity Release teams. This role involves providing compassionate support to customers during their difficult times, ensuring they feel valued. You will work 37.5 hours a week in a hybrid model, starting with full-time office presence. Salary starts at £24,570, with a competitive benefits package including a bonus scheme and generous holiday allowance.

Benefits

26 days' holiday

Annual bonus scheme

Cycle to work scheme

Competitive pension scheme

Discount on life products

Free tea and coffee

Access to Mental Health support

Qualifications

• Experience in customer service roles such as retail, hospitality, or healthcare.
• Ability to handle sensitive conversations with empathy and care.

Responsibilities

• Maintain contact with customers primarily via phone and email.
• Provide support during claims and policy creation.
• Deliver customer care during challenging situations.

Skills

Outstanding customer service

Team player

Compassionate and caring

Great communication skills

Multi-tasking

Problem-solving

Attention to detail

Supportive and respectful

Job description

About The Role

Customer Service Representative

We are currently advertising for a 12 month FTC/secondment in our Savings & Retirement and Equity Release teams.

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.

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 offer a hybrid working model; however, your presence will be required in our Hitchin 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. You may also be dealing with new policy creation by speaking with our team of Independent Financial Advisors, these conversations are crucial to providing the best possible experience for our new customers and driving our values into each conversation.

Some of these calls may be a little difficult, but we’ll always support you. 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.

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

You’ll 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

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 Band A in the LV= Structure.

At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers and we’ll 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
• 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
• 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 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.

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.

We value equality and diversity, and are committed to being an inclusive employer.

• EEO Statement: We are an equal opportunity employer. We do not discriminate on the basis of race, colour, religion, sex, gender identity, sexual orientation, age, disability, or any other protected characteristic. (Include any other legally required EEO statements as necessary.)

• Skilled Worker Visa sponsorship is not available for this role. You must be eligible to work in the UK without our sponsorship.