Customer Service Consultant (Police Mutual) Liverpool, England
Job description
Job Title: Customer Service Consultant (Police Mutual)
Contract Type: Permanent
Location: Liverpool
Closing date: 8th May 2023
At Royal London we believe your difference is our strength and our organisation benefits from the different perspectives that diversity brings. Studies have shown that people from under-represented groups are less likely to apply unless they meet every requirement. So, if you’re excited about this role but your past experience isn't a perfect fit with the job description, we encourage you to apply anyway as you may be the right candidate for this or other opportunities.
About the role
We currently have an exciting opportunity for a Customer Service Consultant to join our General Insurance team working Monday to Friday, 9am – 5pm, delivering excellent customer service to our Police Mutual members and Forces Mutual customers.
In October 2020 Police Mutual were acquired by Royal London Group and we have been through several changes on this exciting journey ensuring that we integrate into the wider RLG business but still maintain Police Mutual and Forces Mutual as independent businesses ensuring we continue to support Police and Military families.
Key responsibilities
Be the first point of contact for our members, taking inbound calls and making outbound calls where necessary
Look for new business opportunities while supporting customers to ensure they are on the best insurance policies
Deal with member queries by post, email, telephone, and webchat
Make clear, fair communications having the customer at the heart of every decision made
Ensure relevant regulations are followed e.g. data protection, Treating Customers Fairly principles
Criteria
Previous experience of working within a telephone-based role, ideally within General Insurance or Financial Services
Excellent communication skills and attention to detail
Confident making outbound calls to members who have enquired about new policies and supporting them with all options available to them
Experience working in call-based team using multiple techniques to cross sell products that may be suitable for members
What we offer
We've always been proud to reward our employees by offering a number of great benefits including:
A generous group pension scheme (up to 14% matching employer contribution)
28 days annual leave plus bank holidays with the option to buy/sell up to 5 days
Annual company and performance-based bonus
Life assurance (up to 8 x annual salary)
Enhanced parental leave policies
Private medical insurance
Employee Assistance Programme - Access 24/7 to confidential health, legal & financial advice
Full details can be found on our benefits page
About Royal London
Royal London is the largest mutual life insurance, pensions and investment company in the UK. Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.
At Royal London, our People Promise is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This promise has been at the heart of our approach to hybrid working, ensuing a balance of time working in our offices, supporting the culture of collaboration and inclusion and some working time from home, so we can all continue to benefit from the flexibility this brings. Our hybrid working approach is built around our mutual mindset, thinking about what is good for us as individuals (the ‘me’) and in the context of what is right for our customers, our colleagues and The Royal London group (the ‘we’). Together we belong- collaborate – learn and perform.
Our expectation is that colleagues working in hybrid roles will come into the office for 50% of their time, and the rest from home. We want to be as consistent as we can with our approach but we also appreciate some colleagues need adjustments based on personal circumstances. (e.g. to support a disability, or caring responsibility) and / or may wish to formally seek a flexible working pattern in line with our flexible working policy.
We appreciate the world of work continues to evolve and we will continue to listen to our colleagues’ views on this whilst ensuring our on-going approach is right for our business and customers.
We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.
