About The Role
Senior Customer Service Representative - We are looking to offer 2x Fixed Term Secondment/Contracts, one 6 months & one 12 months.
We are looking for applications from all departments in the Hitchin office. The role does not require specific or unique departmental experience to be considered.
If this role is offered as a secondment to an internal member of staff, the successful staff member's benefits will not change.
About the Role
Working within a highly regulated industry, the Senior Customer Service Representative role is there to provide outstanding customer experience to LV= Life customers, taking into account individual needs and vulnerabilities. The Senior CSR is expected to role model behaviours and support the team to meet the business plan.
About You
1. Excellent communication and interpersonal skills; both written and on the phone
2. Ability to work in a high paced, changing environment whilst maintaining a high degree of accuracy and meeting tight deadlines
3. Strong leadership skills
4. Good administration skills, including the ability to manage, plan, organise, and prioritise your own workload to adapt to customer needs
5. The ability to work on your own on complex cases whilst also helping your team deliver on key targets.
6. To proactively be involved with ongoing project work within the business
7. The ability to make pragmatic decisions and judgements on your own cases in line with regulatory requirements and the LV= values
8. Excellent numeracy and literacy, plus a real eye for detail
The Details
1. Take responsibility for various activities across relevant products.
2. Accurately maintain customer records, dealing with requests for policy information as well as for more bespoke and in depth reports, complying with all legal and regulatory requirements.
3. Act as a subject matter expert and point of reference for your particular business area.
4. Deliver training to new joiners and other team members on products, processes and the associated regulations and legislation.
5. Use own expertise and ideas to work with other business functions on implementing improvements to our processes, systems and working practices.
6. Demonstrate a high quality of customer care, dealing with a variety of general enquiries and correspondence from external parties and communicating with them appropriately.
7. Step in and take on leadership duties such as work allocation, performance management etc. from your team manager when required.
8. Work as part of a focused team, providing support to your colleagues.
9. Carry out quality checks and give valuable constructive feedback to peers and to CSTM.
This role is a Band B in the LV= Structure.
Benefits:
1. 26 days' holiday – which increases after two years’ service to 28 days
2. The opportunity to buy or sell up to five days’ holiday
3. An annual bonus scheme based on company and personal performance
4. Flexible benefits - Cycle to work scheme/Health Assessment/Personal Accident Insurance/Critical Illness/Private Medical Insurance/Dental Insurance
5. A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14%
6. Group Life Assurance 4 x basic pay to your dependants, You’ll have the option to increase to x 8 times cover
7. Group Income Protection, if a member of the Pension scheme and reached 5 years’ service
8. Employee Assistance Programme (EAP) service for support through difficult times in your life
9. Virtual GP service
10. Shared parental leave
11. You’ll receive up to 20% discount on our life products for you and your immediate family.
About Us
At LV= Life & Pensions you’ll find we thrive on the benefit of everyone’s differences. Whoever you are, whatever you are and in whatever way you identify, you’re welcome here. We’ll make reasonable adjustments to specific needs to make sure your individual requirements are accommodated as far as possible. Being totally committed to equal opportunities opens up massive benefits, not just to our organisation and people but also to our members and our products. We’re proud of our people, we only recruit and promote on merit.
Go on, bring your true self to LV=.
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