Customer Support Advisor - Service Excellence

Domestic & General; United States; Remote; USD 30,000 - 37,000; Full time

Benefits offered by this job

Remote working

Health plan

Discounts and perks

Job summary

Domestic & General is hiring a Customer Support Advisor–Service Excellence to handle inbound calls, resolve customer concerns, and deliver an exceptional service experience in a remote home-based role.

The role offers a starting salary of £25,506 with average additional earnings of £2,400 per year, a permanent full-time contract with rotating shifts, and a supportive, target-driven environment.

Responsibilities

• Handle inbound calls from customers seeking guidance and resolution.
• Listen attentively, understand each customer’s needs, and own the outcome.
• Balance customer needs with policy to deliver fair resolutions.
• Provide empathetic, clear communication and build rapport.

Job description

CustomerSupportAdvisor–Service Excellence

Salary : £25,506 per year plus averageadditionalearnings of £2,400 per annum
Contract: Permanent, full time with a rotationalshift pattern
Location: Remote – Working from home

Start: Monday, 26th of October.

Domestic and General is the largest insurance company in the UK with an ambition to scale globally. We currently service over 9 million customers annually whilst being a proud partner to leading manufacturers and retail brands across the globe

For consecutive years we have been recognised as a “Great place to Work”.

Do you thrive in a fast-paced environment and enjoy connecting with people? Ifyou’remotivated by a supportive but target-based environment,you’llfit right in as acustomer supportadvisor.

How will you contribute?

In the role of a Customer Support Advisor within our Service Excellence team,you’llplay a key part in supporting customers whohave concerns, complaints, or issues that need resolving. Each day,you’llhandle inbound calls from customers looking forassistance, guidance, and resolution.

Every interaction is an opportunity to make a difference.You’llbuild rapport, listen carefully to understand each customer’s unique situation, and take ownership of their concerns. Using your problem-solving skills and empathy,you’llwork towards achieving the right outcome for the customer while delivering an exceptional service experience.

You’llthrive in a fast-paced environment where no two conversations are the same, balancing customer needs with policy and regulatory requirements to ensure fair and effective resolutions.

So, who are you?

• Empathetic and an active listener – Understanding customer’s needs is crucial for recommending suitable products and building trust.

• Resilient and adaptable –No two customer situations are the same. Youremaincalm under pressure, confidently navigate challenging conversations, and adapt your approach to meet individual customer needs in a fast-paced environment.

• Curious and growth mindset – A willingness to learn about new products, compliance updates and client perspectives, helps to ensure you consistently provide the right customer outcomes.

• Clear communicator – Explaining products transparently and avoiding jargon or misleading language, is a regulatory must.

• Independent - You are the right combination of ambitious and innovative, whilst able to work autonomously in a home-based position.

Shift pattern:

Your shift patterns will rotatebetween our core opening hours of 8am and 8pm (Monday-Sunday).

You’llwork 37.5 hours perweekand you will have two 15-minute breaks and a full hour for lunch, allowing you to recharge andmaintainyour focus.

We’llprovide all the equipment you need, but you must have broadband access.

What’s Next?

At D&G we give you all the tools that you would need to have a fulfilling career. Every system, every process and every Partner is brought to life through a series of eLearning, Facilitator led sessions, Role Reality sessions, Call Listening and Call Taking exercises during the training period. This allows you, to fully embrace and understand what isrequiredto succeed at D&G and to provide our customers, with the best outcomes.

The Benefits of joining Domestic and General

• Starting salary of £25,506

• Average Bonus Earnings of£2,400 per annum, earned through a combination ofstrong performance, excellent customerserviceand call quality.

• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.

• Remote working / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards.

We want everyone to have a fair and inclusive experience when applying for a role with us.

Please note that we have a thorough referencing process, which includes criminal record checks.

This role is only available to applicants based in mainland UK.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.