Customer Service Representative - Hitchin

ZipRecruiter; Hitchin; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services company in Hitchin seeks a Customer Service Representative for a 12-month FTC. The role involves providing exceptional service primarily through phone and email, assisting customers with claims, and ensuring a supportive experience during challenging times. Benefits include a competitive salary, flexible working options, and ample holiday leave. Candidates should have experience in customer service and strong communication skills.

Benefits

26 days' holiday, increasing to 28 days after two years

Option to buy or sell up to five days’ holiday

Annual bonus scheme

Cycle to work scheme

Competitive pension with LV= matching contributions up to 14%

20% discount on life products

Free on-site parking

Access to on-site mental health first aiders

Qualifications

• Experience in customer service, preferably in retail, hospitality, or healthcare.
• Ability to handle difficult conversations with compassion.
• Strong interpersonal skills and a friendly demeanor.

Responsibilities

• Provide outstanding customer service via phone and email.
• Handle claims on existing policies with empathy and care.
• Assist with new policy creation in collaboration with Financial Advisors.
• Support customers through challenging situations.

Skills

Strong communication skills

Empathy

Attention to detail

Multi-tasking ability

Job description

Job Description

Customer Service Representative - Hitchin

About the Role

Customer Service Representative

We are currently advertising for a 12-month FTC/secondment in our Equity Release team.

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 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 making claims on existing policies, meaning 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 calls may be challenging, but we’ll always support you.

You’ll be providing care and support to people during challenging points in their lives – your contact could have a positive impact during an otherwise difficult time. Our team is massively supportive, and everyone will help each other. You’ll be trained and mentored to learn the systems and processes inside out, as well as how to handle tougher scenarios. One thing we’re good at? Celebrating success and a job well done!

If you enjoy being on the phones and want a role where you can make a difference and help others, this is it! Don’t miss your chance to join us!

Key Responsibilities

• Provide outstanding customer service via phone and email.
• Handle claims on existing policies with empathy and care.
• Assist with new policy creation in collaboration with Financial Advisors.
• Support customers through challenging situations, offering solutions and reassurance.

Requirements

• Experience in customer service, in retail, hospitality, healthcare, or similar.
• Strong communication and interpersonal skills.
• Ability to multi-task and pay attention to detail.
• Compassionate, respectful, and courteous.

Rewards and Benefits

This role is Band A in the LV= Structure. Benefits include:

• 26 days' holiday, increasing to 28 days after two years.
• Option to buy or sell up to five days’ holiday.
• Annual bonus scheme.
• Cycle to work scheme.
• Competitive pension with LV= matching contributions up to 14%.
• Up to 20% discount on life products for you and immediate family.
• Free on-site parking, coffee lounge, tea/coffee facilities, and a book-swap scheme.
• Access to on-site mental health first aiders and a 24-hour employee helpline.

Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. You must be eligible to work in the UK without sponsorship.

We value diversity and inclusivity and are an equal-opportunity employer. Flexible working options are available.