Customer Service Representative

Job Title: Customer Service Representative

Location: Formby

Salary: £25,877 - £27,515 plus up to £2,000 performance-related bonus

Working Hours: 37.5 hours per week, Monday to Friday 09:00am - 17:30pm, 1 in 3 Saturdays 09:00am - 12:30pm

Responsibilities

• Crushing Your Goals & KPIs - hit targets and make an impact on team success.
• Achieving Quality Excellence - deliver high quality service, succeed in call audits.
• Turning Complaints into Opportunities - transform complaints into positive outcomes with patience and empathy.
• Handling Policy Queries & Changes - provide expert assistance to customers with policy questions or changes.
• Providing VIP Service to Every Customer - go above and beyond for all customers.
• Being a Brand Ambassador - proudly represent the brand and values.

Qualifications

• Motivation & Drive - passion for service, challenge, and continuous improvement.
• Strong Communication Skills - clear explanations on phone and webchat, making customers feel heard.
• Empathy & Patience - handle tricky situations with grace and customer focus.
• Goal Orientated - love challenge and hitting targets.
• Attention to Detail - accuracy in managing insurance policies.

Benefits

• Career Growth with Pay Increases - full training, skill development, and pay review.
• Supportive, Friendly Team Environment - collaborative and encouraging.
• Continuous Development Opportunities - skill mastery and growth.
• High Energy, Positive Culture - fun and dynamic work environment.
• Flexible Benefits - early salary access, 24/7 mental health support, free counselling.
• Holiday - up to 35 days including bank holidays, with buy/sell options.
• Hybrid Working Options - support for work life balance.

Eligibility and Notes

Visa Requirements - applicants must have at least one year remaining on a Graduate or Post Study Work visa; we do not offer sponsorship.

Employment Checks - standard criminal record and insolvency register checks will be conducted before commencement.