customer relations Winchester, England
Job description
Job Description
Title: Customer Service Agent (Office Based)
Reports to: Contact Centre Manager
Location: Alresford, Winchester
Contract Type: Permanent, Full-Time
About the Company
Lifetime Pet Cover is a multi-award-winning pet insurance company founded in 2014. Our UK based team has over 30 years of experience in pet insurance which means we can provide our customers with the highest level of expertise, understanding and compassion. Since 2014, our excellent customer service has been recognised by multiple awards including the Moneynet Best Pet Insurance Provider 2019/2020 and the
Feefo Platinum Trusted Service Award 2020.
About your role
This is a key front-line role in a small but busy customer contact team. You will be based in our lovely offices in the Hampshire countryside and work with a team of pet-loving, customer focused colleagues. You will have exceptional rapport building and customer focused communication skills and be able to work to agreed service levels and metrics. We must adhere to regulatory guidelines at all times, so we will provide you with regular, on-going training to ensure that you are up to date with these. Your day to day role is all about providing exceptional customer service, on the phone and email. As we are a regulated business, your work will be monitored to ensure we are compliant.
What we expect you to do
- To be an active member of the customer service team, handling inbound and outbound customer communications in line with FCA and LPC requirements and brand standards
- To work in line with brand standards at all times
- To deliver excellent customer service via email and phone
- Carry out daily and weekly tasks as agreed with your line manager
- To meet any agreed objectives and/or Key Performance Indicators, as agreed with your line manager
- To utilise the internal software and systems in accordance with induction and training delivered by LPC
- To keep abreast of all regulatory processes in accordance with induction and training delivered by LPC
- To Treat LPC Customers Fairly at all times in line with FCA regulation and company policy
- Ad-hoc administrative tasks and projects as agreed with your line manager and/or Senior Management
Required skills & specifications
- Have excellent communication and interpersonal skills
- Ability to handle objections in a fair and calm manner
- Be accustomed to working to set service levels and targets
- Be a team player
- Use effective time management skills
- Have a consistent pro-active approach
- Ability to problem solve and achieve solutions
- Be agile and able to self-motivate to achieve KPI’s
Your regulatory responsibilities
- Keep abreast of FCA updates and news as provided by LPC
- Complete a minimum of 15 hours CPD training per annum.
- Always follow company policies and procedures.
- Read and sign all documentation sent via the HR system within set timescales.
- Ensure you are conversant with and abide with GDPR regulations.
- Assist in relation to responsibility for the systems and controls regarding the provision of reportable items within the firm and for updating the Complaints, Risk, Breach and Conflict registers holding FCA /
Insurer reportable items.
Qualifications and Experience
Essential Desirable
Conversant in Microsoft Office and Customer Service experience
Windows platforms
Excellent communication skills: Insurance/finance sector experience written and oral
Job Type: Full-time
Salary: £21,000.00-£23,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Schedule:
- 8 hour shift
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Winchester., SO24 0AA: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- working within the insurance industry: 1 year (required)
Work Location: Hybrid remote in Winchester., SO24 0AA
