Title:  Customer Service Senior Admin - Connect Hub

Job Summary

As a Customer Service Representative, you will process customer requests accurately and in a timely manner, ensuring excellent customer outcomes. You will answer inbound calls from new and existing customers regarding insurance policies within agreed service levels, and respond to customer emails and web-based enquiries clearly, accurately and professionally. You will use active listening and effective questioning to understand customer needs, circumstances and preferences, and recognise potential vulnerability, supporting customers in line with Company guidelines and escalating where appropriate. You will also manage challenging or emotional conversations calmly and professionally, resolve complaints and complex queries, and provide process and product expertise to colleagues and stakeholders. In addition, you will support team leadership, training, and continuous improvement activities to help us deliver a consistently high standard of service. 

What You'll Do

Customer Focus 

• Process customer requests and handle incoming calls in line with agreed standards, aiming for first time resolution.
• Communicate clearly and professionally, using an empathetic, respectful tone, and adapt your approach to identify and support vulnerable customers in line with company guidelines, escalating where appropriate.
• Ensure all interactions meet Consumer Duty requirements, delivering good outcomes and avoiding foreseeable harm, whilst investigating and resolving complex queries with clear explanations and solutions.
• Proactive case management including calling of customer and advisers aiming to resolve questions first time.
• Communicate clearly and professionally with customers and advisers using a tone of voice that is empathetic and in line with our brand by telephone, email or letter.
• Use active listening and effective questioning to understand customer needs, circumstances and preferences.
• Probing as required on customer requests to investigate and resolve complex customer queries, providing clear explanations and solutions.
• Manage challenging or emotional conversations calmly and professionally.

Keep Us Safe 

• Aim to resolve complaints within 72 hours on non-complex cases; support the complaints team in responding on complex cases in a timely manner
• Identify, log investigate and resolve risk events in line with guidelines.
• Keeping our customers safe (considering data integrity, financial crime / fraud indicators, vulnerabilities) avoiding foreseeable harm.
• Maintain familiarity with the risk management framework and comply with all regulatory and internal policies. 

Collaboration and Flexibility 

• Support colleagues as required to ensure customer enquiries are handled within agreed service levels and customer outcomes are delivered consistently.
• Rotate into different teams as required based on business needs, such as changes in priorities or one-off tasks, helping to maintain service levels.

Continuous Improvement and Development 

• Contribute to team training plans and support the delivery of training, coaching and mentoring on products, processes and systems.
• Share process and product expertise with operational teams and key stakeholders outside of Customer Service.
• Be proactive in your own development, building and maintaining strong technical and specialist knowledge of products, processes and systems.
• Agree clear objectives and maintain a personal development plan with your Team Leader.
• Actively contribute ideas and feedback to support the continual review and improvement of processes, controls and ways of working.  

Who You Are

• Diligent and conscientious in the accuracy of their work, excellent attention to detail
• Excellent Customer Service experience
• “Can Do”, proactive attitude
• Excellent written and verbal communication skills
• Ability to operate in a fast paced, dynamic environment and able to work under pressure
• Intermediate knowledge and experience of MS Office

Qualifications

• Minimum of 5 A*-C GCSEs (including English and Maths – essential
• Have already attained the Award in financial Administration or keen to work towards this qualification