Customer Service Executive

We are currently recruiting on behalf of an award-winning insurance company. Due to significant growth, they are expanding their Cardiff based team. We are currently looking for experienced, Customer Service Executives in Cardiff from a contact centre environment who have ideally worked specifically within insurance or at least within financial services.

You will manage customer contacts both offline (telephone) and online (e-mail and Live Chat). Day to day you will deal with general product and website queries through to the processing of midterm adjustments on existing insurance policies.

Key Responsibilities:

• To effectively handle inbound calls and accurately record the outcome of each contact.
• To manage Customer Service enquiries in line with our Customer Service goals.
• Be a customer champion and feedback on processes, policies, products that can help the business improve.
• Take an active part in team and operational meetings and contribute to the development and success of the Company.
• Act with integrity, due care, skill, and diligence.
• Be open and honest with our regulatory body.
• Pay due regard to the interest of customers and treat them fairly.
• Work within our regulatory framework and adhere to our Quality Assurance Programme.

Person Specification:

• Experience within a Call Centre environment in a similar role.
• Experience in dealing with Customer complaints both verbal and written is desirable.
• Use of Live Chat or a similar system is desirable.
• Excellent communication skills, both written and verbal.
• Committed to excellent Customer Service and prepared to go the extra mile to ensure customer satisfaction.
• Professional telephone manner.
• Attention to detail with focus on achieving first time quality.
• Competent level in Excel, Word, and Internet.

Benefits:

• 32 days holiday - increasing with length of service (inc. bank holidays)
• Day off for your birthday
• Holiday Buy Scheme
• Free food and drink including pizza days and lots of sweet treats!
• The option to work remotely after your probationary period.
• Health Cash Plan - we pay for your day-to-day medical costs.
• Perkbox - online discounts portal, saving you money on everyday spend e.g., cinema trips, eating out, and all your retail shopping.
• Tech Scheme - supporting the cost of purchasing the latest tech.
• Cycle to Work Scheme - supporting the cost of purchasing a new bike.
• Employee Assistance Programme including paid for counselling sessions supporting employee wellness.
• Study support and personal development (role and course dependent)
• Life Assurance - 4 times annual salary protection
• Pension Scheme
• Christmas Savings Club
• Discounts on our travel products for you and your family

Hours:

You are required to work 37.5 hours per week which will generally consist of 7.5 hours over 5 days.

The Contact Centre is operational during the following hours:

8:30am to 8:00pm Monday to Friday

9:00am to 5:30pm Saturday

10:00am to 5:00pm Sunday

9:00am to 5:00pm Bank Holidays

This role is subject to mandatory training for around 3 weeks during the hours of 9am and 5.30pm.

Are you able to commit to the training schedule?

After the training you will revert to a flexible shift pattern.

Are you able to work from the office for the first 6 months?

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