Customer Service Representative

Job Title: Customer Service Representative

Location: Liverpool - Mersey Chambers with Hybrid Working

Salary: £26,938 - £28,609 plus up to £2,000 performance-related bonus

Job Type: Permanent, Full Time

Working hours: Hybrid model with a minimum of 3 days in the office (you are welcome to come in more often if you wish!) and flexible three rotating shift patterns.

Shift Schedules:

• Early Shift: 08:30am - 05:00pm
• Mid Shift: 09:00am - 05:30pm
• Late Shift: 10:00am - 06:30pm

Overview: Join an exciting inbound contact centre specialising in insurance and help grow your career while developing valuable skills.

What You'll Be Doing

• Crushing Goals & KPIs: Hit exciting targets and make a real impact on the team's success. As you grow and improve, your salary may increase.
• Achieving Quality Excellence: Deliver outstanding service, excel in call audits and consistently meet high quality standards.
• Turning Complaints into Opportunities: Use patience, empathy and problem solving skills to turn difficult situations into positive customer experiences.
• Handling Policy Queries & Changes: Serve as the expert for customers needing clarity or adjustments to their insurance policies.
• Providing VIP Service: Deliver an exceptional experience to all customers, especially those facing a tough time.
• Being a Brand Ambassador: Represent the brand and its values and create a memorable experience for every interaction.

What We're Looking For

• Motivation & Drive: Passion for providing exceptional service, tackling challenges head on and continuously improving.
• Strong Communication Skills: Comfortable on phone and webchat, with the ability to explain things clearly and make customers feel heard.
• Empathy & Patience: Handle tricky situations with grace and always put customers first, especially those needing extra care.
• Goal Oriented: Thrive on challenges and take pride in meeting targets and achieving personal bests.
• Attention to Detail: Accuracy matters - ensure precise handling of insurance policies.

Benefits

• 35 days holiday (including bank holidays) with additional buy/sell options.
• 24/7 mental health support and free counselling available.
• Career fairs, leadership programs, and learning on the go.
• Flexible benefits, including early access to salary via an internal platform.
• Hybrid working options to support work life balance and personal needs.
• Recognition awards, social events and more.

Checks & Clearances: All roles are subject to DBS and financial checks. Offers are conditional until satisfactory completion.

Visa Requirements: Applicants must have at least one year remaining on their Graduate or Post Study Work visa.