Customer Experience Representative

Customer Experience Representative

Job Description

We are recruiting for experienced Customer Service professionals to work for a well-known, established insurance company!

If you have at least one year’s customer service experience, excellent keyboard skills and the ability to work in a fast-paced environment… this could be the role for you!

We have roles available in Peterborough and Sunderland.

This is a full time position, working a shift pattern covering the opening hours of 8am – 8.30pm Monday to Friday, 8am – 6pm Saturday and 9am – 4pm Sunday. The shift pattern will include 1 in 2 Saturdays and 1 in 4 Sundays.

Salary for this position is £21,409.50 basic + £2500 shift allowance totaling to £23,909.50 per annum.

Please note this is a hybrid position with a 50/50 split between working from the office and at home, however for the first 3 months whilst training and developing you are required to be in the office full time.

Full in-depth training is provided for this position.

The purpose of this role is to act as the first point of contact for the Customer to resolve a variety of customer queries, including mid-term adjustments, cancelations & payment queries to achieve a ‘first time resolution’ while competently managing the customer experience. To ensure compliance with company procedures and regulatory requirements to always deliver customer excellence.

Key Accountabilities and Responsibilities:

  • Deliver an exceptional Customer experience taking ownership of any past, current or future questions the Customers may have.
  • Take inbound calls from potential and existing customers, dealing with car, van and home insurance queries.
  • Offer a personalised and proactive Customer Experience.
  • Communicate to Customers using plain English enabling them to make informed decisions.
  • Ability to modify communication style to build relationships and loyalty with Customers.
  • Ensure that all customer interactions incorporate active listening.
  • Be attentive, objective, patient & empathetic when speaking to customers.
  • Adhere to all regulatory requirements, for example, the Financial Conduct Authority’s rules & principles, Data Protection Act & Money Laundering regulations.
  • Use technology in order to meet the customers’ needs in a timely manner
  • Support organisational initiatives to improve the customer journey.
  • Act as a role model by living company values.

Skills, Experience and Knowledge:

  • Ideally 1 years experience working within a customer service environment, this could be from a variety of backgrounds including retail, contact centre and hospitality (face to face, by phone or in written form).
  • Able to take responsibility for customer concerns & resolution.
  • Good communication skills, able to remain objective & demonstrate empathy.
  • Experience of using technology including excellent keyboard skills.
  • Ability to work in a fast-paced environment.
  • A high level of attention to detail.
  • Able to identify personal goals & take responsibility for your own development plan.
  • Able to remain self-motivated.

Additional Information:

  • 25 days holiday
  • Hybrid working split 50% on-site and 50% at home
  • On-site Canteen
  • A virtual GP service
  • Opportunity for volunteering days
  • A chance to earn monthly bonus
  • Life Assurance 4x annual salary
  • Monthly Prize Draw including incredible prizes
  • Flexible benefits scheme including much more which becomes available after joining

If you are interested in the above, please apply with an update CV.


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