Customer Support Specialist

PIB Group; Stockton-on-Tees; On-site; GBP 22,000 - 30,000; Full time

Job summary

Join PIB Group as a Customer Support Specialist in Stockton-on-Tees. In this full-time role, you'll provide exceptional customer service in the insurance sector by managing policyholder needs and ensuring regulatory compliance. With various benefits and a focus on customer experience, this role is ideal for dedicated professionals looking to advance their careers.

Benefits

Competitive holiday allowance with option to buy extra days

Death in Service benefit of 4x salary

Company pension scheme

Enhanced maternity and paternity leave

Flexible benefits including discounts on technology, entertainment, and lifestyle services

Referral schemes and discounted PIB products

Employee support programs including health screening, counselling, and financial management

Volunteer days to support community engagement

Learning & development opportunities including professional studies and apprenticeships

Environmental initiatives to reduce carbon footprint

Qualifications

• GCSE in English Language and Maths (or equivalent).
• Experience working towards targets.
• Experience in customer service.

Responsibilities

• Ensure compliance with FCA, DPA, MOBI, and ICOB regulations.
• Deliver excellent service through inbound and outbound communication.
• Manage e-trade and open market MTAs directly with insurers.

Skills

Customer service

Communication

Compliance

Risk management

Education

GCSE in English Language

GCSE in Maths

Job description

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Customer Support Specialist, Stockton-on-Tees

Client: PIB Group

Location: Stockton-on-Tees, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 88493fa9ac25

Job Views: 5

Posted: 02.06.2025

Expiry Date: 17.07.2025

Job Description:

We have an exciting opportunity for a dedicated and personable individual to join us as a Customer Support Specialist in Stockton-on-Tees, UK, within the insurance sector. This is a full-time, permanent position.

The role involves providing excellent customer service and managing all existing policyholder requirements post-sale and pre-renewal for our Delegated Authority, Property Owners, and Household products.

You will take proactive steps to retain business by enhancing the customer experience, ensuring compliance with relevant regulations, and supporting the company's growth objectives.

Key Responsibilities:

• Ensure compliance with FCA, DPA, MOBI, and ICOB regulations.
• Follow Consumer Duty requirements in all processes and customer interactions.
• Deliver excellent service through inbound and outbound communication.
• Recognize and mitigate risks effectively.
• Update policies to reflect incidents or claims data.
• Process delegated authority mid-term adjustments.
• Manage e-trade and open market MTAs directly with insurers.
• Assist underwriting with renewal preparations.
• Handle and log complaints efficiently.
• Support retention efforts and generate additional income through activities like collecting missing payments, updating payment details, and upselling mid-term adjustments.
• Own and manage your workload and performance.
• Accurately input data into logs, trackers, and databases.
• Report issues to your manager.
• Achieve or exceed quality assurance expectations.
• Contribute to team targets and departmental goals.
• Identify improvements in work practices and suggest enhancements.
• Perform additional tasks as directed by supervisors.
• Adhere to company policies.

Qualifications:

• GCSE in English Language and Maths (or equivalent)

Experience and Knowledge:

• Experience working towards targets
• Customer service experience

Additional Benefits:

• Competitive holiday allowance with option to buy extra days
• Death in Service benefit of 4x salary
• Company pension scheme
• Enhanced maternity and paternity leave
• Flexible benefits including discounts on technology, entertainment, and lifestyle services
• Referral schemes and discounted PIB products
• Employee support programs including health screening, counselling, and financial management
• Volunteer days to support community engagement
• Learning & development opportunities including professional studies and apprenticeships
• Participation in PIB Community Trust for charitable support
• Environmental initiatives to reduce carbon footprint