Customer Service Representative

TL;DR

Customer Service Representative (Insurance): Responding to customer queries about insurance policies via phone, email, and webchat with an accent on achieving one-call resolution, FCA compliance, and accurate record updates. Focus on handling complex queries, managing direct debit payments, and investigating complaints.

Location: Liverpool, UK (Hybrid)

Salary: £26,938 to £28,609 per annum plus up to £2,000 performance bonus

Company

National leader in specialist insurance as part of hirify.global, employing 1,700+ people across the UK with £750 million in policies written.

What you will do

• Respond to customer queries on insurance policies via phone, email, and webchat, handling multiple chats simultaneously.
• Make changes to policies and provide accurate information.
• Manage direct debit payments and contact customers for outstanding documentation.
• Identify customer needs for satisfaction and one-call resolution.
• Update customer records accurately and adhere to FCA compliance procedures.
• Investigate and resolve customer complaints.

Requirements

• Visa: At least one year remaining on Graduate or Post-Study Work visa; no sponsorship available
• Positive "can do" attitude and excellent verbal/written communication skills.
• Great listening skills, high accuracy, attention to detail.
• Good problem solver, ability to work in fast-paced environment.
• Ability to multitask, manage time, demonstrate patience and empathy.
• Previous customer service experience and confident telephone manner.

Culture & Benefits

• 35 days’ holiday (including bank holidays) with buy/sell options.
• 24/7 mental health support and free counselling.
• Career development through fairs, leadership programs, and on-the-go learning.
• Flexible benefits including early salary access.
• Hybrid working to support work-life balance.
• Recognition awards, social events, and accreditations like Mindful Employer and Disability Confident.