Customer Care Specialist

Role

Customer Care Specialist

Location

Liverpool City Centre on a Hybrid working basis

Working Hours

Monday to Friday 9:00am to 5:30pm, 37.5 hours a week

Salary

Up to £28,459 plus the potential to earn a performance based bonus

What you will be doing:

• Supporting customers experiencing financial difficulties and/or vulnerability providing good customer outcomes meeting both customer and business needs
• Providing great customer service (using models including TEXAS and IDEA) with the aim of a one call resolution
• Assisting customers/businesses with debts owed - ensuring these are recovered meeting both the customer and business needs.
• Responding to queries from clients and agents received by phone, email or letter in a courteous and helpful manner and ensuring that all information required is obtained and communicated.
• Investigating cases where necessary and root cause analysis to improve processes going forward.
• Collaboration with other departments for successful business and customer outcomes
• Effectively communicating with third parties regarding mutual clients, maintaining the professional relationship
• Maintaining accurate records of any correspondence received from the client regarding payment or payment plans.
• Other duties where applicable

What we're looking for:

• Credit Control department experience within the Insurance Industry (preferred but not essential)
• Experience supporting vulnerable customers and customers experiencing financial difficulties via telephone.
• Taking ownership - ensuring all tasks/duties are completed in full.
• Good organisational skills and ability to prioritise own workload effectively.
• Pro active thinker, able to solve problems independently as they arise.
• Ability to investigate cases and implement corrective actions as required.
• Computer literate with strong Microsoft Excel skills
• Ability to communicate well at all levels both verbally and in writing.

Benefits

• Maximum of 35 days' holiday including bank holidays, with additional buy/sell options.
• 24/7 mental health support & free counselling available.
• Flexible benefits, including early access to salary through our internal platform.
• Hybrid working options to support work life balance and individual needs.
• Mindful Employer - championing mental health and wellbeing.
• Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities.
• Menopause Friendly accredited - supporting every stage of life.
• Armed Forces Covenant signatory - honouring those who serve.
• Great Places to Work 2024/25 - fostering an engaging and positive workplace culture.
• Best Place to Work for Development - proud to be investing in people's future.
• Best Place to Work for Women - breaking down barriers to women's career progression.

Visa Requirements

We can only consider applicants with at least one year remaining on their Graduate or Post Study Work visa. We do not offer visa sponsorship.