Insurance Customer Support Advisor

Lloyds Banking Group; Calverley; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Pension contribution up to 15%

Annual performance-related bonus

Share schemes including free shares

Lifestyle-flexible discounts

22 days’ holiday + bank holidays

Wellbeing initiatives & parental leave

Job summary

Lloyds Banking Group is hiring an Insurance Customer Support Advisor in Halifax. The role involves handling customer calls, helping with home insurance queries and striving for first contact resolution.

It operates on a hybrid basis with two days in the Halifax office and rotational shifts within 8am–6pm weekdays plus Saturday mornings. You’ll work to understand customers' needs, maintain high service standards, follow risk and compliance guidelines, and support colleagues in delivering reliable

Qualifications

• The role focuses on providing an essential service to customers.
• Strong communication and customer handling skills are required.
• Ability to assist vulnerable customers and use digital channels effectively.

Responsibilities

• Take customer calls and resolve inquiries on home insurance products.
• Provide first touch resolution and excellent customer service.
• Support customers through digital and web chat channels when needed.

Job description

Description

JOB TITLE: Insurance Customer Support Advisor

SALARY: £26,200 - £30,283 (depending on insurance experience)

LOCATION: Halifax

HOURS: Full Time, 35 hours- per week, with a requirement to work a rotational shift pattern across the operational hours (8am-6pm Monday-Friday and 9am-1pm on Saturdays)

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the Halifax office.

About this Opportunity

Do you enjoy building relationships with customers and colleagues and are looking for genuine career opportunities? Then there's a role here for you!

We’re currently looking for understanding people to join our contact centre teams supporting our home insurance customers across our various banking brands.

As an Insurance Customer Support Advisor, you’ll be taking customer calls and doing your best to help them with our products, taking time to understand what matters to them.

We put the customer at the heart of everything we do and will provide great training to enable you to resolve calls by taking responsibility and providing first touch resolution whenever possible.

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

What you’ll need

• Crucially, you’re a people person - working with your team to provide an essential service to our customers.
• The emotional intelligence to put yourself in the customers' shoes, ask the probing questions needed to determine how we can best meet their needs.
• Support our vulnerable customers through moments that really matter.
• Service customers through digital and web chat channels.
• The passion and commitment to deliver on your promises and to go above and beyond for people to ensure their policies needs are met.
• Adhere to processes but also be able to think creatively on your feet when required and use your judgement to do the right thing.
• Strong attention to detail and really great communication skills to construct written correspondence when required as well as talking to customers over the phone.
• Demonstrate customer focussed complaints management on compliance with Lloyds Banking Group and Regulatory expectations.
• Embrace Lloyds Banking Group’s values and behaviours, building an inclusive environment that values diversity and treats colleagues and customers with dignity and respect.
• An understanding of how to keep our business safe through effective risk management policies, processes and procedures.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity, or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes.

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 22 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive?

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we’ll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.