Customer Services Advisor - Academy

1st Central; United States; Hybrid; USD 36,000 - 54,000; Full time

Job summary

1st Central is seeking a customer service professional to support customers by phone, email and webchat while owning, improving and shaping the customer journey.

You will review procedures, deliver continuous improvement, meet service standards and contribute to onboarding new products and services. The role offers training in-office for the first 6 months, then hybrid work with 3 days at home.

Qualifications

• Experience in customer service is required.
• Excellent written and verbal communication skills.
• Ability to analyze data and derive improvements.
• Proficiency with Excel and Word for reporting.

Responsibilities

• Deliver customer service activities and contribute to improvement initiatives.
• Represent customer feedback and meet service standards.
• Manage your caseload and deliver against KPIs.
• Support onboarding of new products and services.
• Assist in testing and implementing system/process changes.
• Comply with policies and regulations at all times.

Skills

Excellent communication

Time management

Problem solving

Data analysis

MS Excel & Word

Tools

Microsoft Excel

Microsoft Word

Job description

In this role you'll be offering excellent customer service, supporting our customers by phone, email and webchat whilst owning, improving and shaping our customer journey. You'll also review, evaluate and improve our customer journey by reviewing standard operating procedures and delivering continuous improvement.,

• You'll deliver a variety of customer service activities and contribute to improvement initiatives that support evolving business needs.
• You'll represent customer feedback and meet agreed service and performance standards.
• You'll undertake roles and responsibilities in line with the Customer Service Progression Matrix.
• You'll be accountable for the management of your caseload and deliver against your key performance objectives.
• You'll support customers with policy servicing activities across the non-claims lifecycle via phone and digital channels as required
• You'll follow established processes and procedures to deliver accurate customer outcomes, providing feedback on potential improvements where identified
• You'll provide feedback and insights with ongoing process improvements and ways of working
• You'll participate in the testing of system and process changes when required
• You'll support the onboarding process of new products and services, providing input to help deliver successful customer and business outcomes.
• You'll support the testing and implementation of new initiatives, sharing feedback where appropriate to help drive continuous improvement
• You'll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• You'll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
  Problem Solving: Can gather facts and resolve issues quickly and efficiently
• Organisation and time management: Able to prioritise tasks, manage your workload and keep things on track
• Teamwork: Able to work collaboratively, support others and contribute to shared team goals
• Communication: Keeps customers and colleagues clearly updated through phone, email and webchat, Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty)
• Proven customer service experience

Skills

• Good communication skills, both verbal and written
• Good time management and organisation skills
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Good data and statistical analysis skills
• IT and software skills, including good Microsoft Excel and Word knowledge

Behaviours

• Self-motivated and enthusiastic
• Attention to detail and accuracy
• An organised and proactive approach
• Ability to work on own initiative and as part of a team
• A flexible approach and positive attitude
• Strives to drive business improvements to contribute to the success of the business
• Customer focused
• Desire to learn and develop through continuous training

Ready to join us?

We're looking for talented people who want to make a real impact for our customers, colleagues and business. Apply today and discover where a career at 1st Central could take you.

At 1st Central, everything starts with our people. As one of the UK's leading motor and home insurers, we use smart technology, data and great service to make insurance fast, fair and simple for over 1.4 million customers. We're proud to create an environment where people feel supported, trusted and able to grow - whether that's developing new skills, taking on fresh challenges or making a real impact every day. If you're looking for a role where you can make a difference, we'd love to hear from you. Are you looking for an exciting new career that's different with plenty of progression and opportunities to grow further?

Working flexibly, you'll spend the first 6 months in the office full-time for training and support, then hybrid begins with 3 days at home and 2 days in the office (Tues & Weds). But if you prefer to be in the office more, that's good with us too.