Customer Experience Representative

Customer Experience Representative

We are recruiting for experienced Customer Service professionals to work for a well-known, established insurance company!

If you have at least one year’s customer service experience, excellent keyboard skills and the ability to work in a fast-paced environment… this could be the role for you!

We have roles available in Sunderland for a start date of 4th January 2027 

This is a full time position, working a shift pattern covering the opening hours of 8am – 8:30pm Monday to Friday, 8am – 6pm Saturday and 9am – 4pm Sunday. The shift pattern will include 1 in 2 Saturdays and 1 in 4 Sundays.

Salary for this position is £25,500 basic + £2500 shift allowance totalling to £28,000 per annum.

Please note this is a hybrid position with a 50/50 split between working from the office and at home, however for the first 3 months whilst training and developing you are required to be in the office full time.

Full in-depth training is provided for this position.

The purpose of this role is to act as the first point of contact for the Customer to resolve a variety of customer queries, including mid-term adjustments, cancelations & payment queries to achieve a 'first time resolution' while competently managing the customer experience. To ensure compliance with company procedures and regulatory requirements to always deliver customer excellence.

Key Accountabilities and Responsibilities:

Deliver an exceptional Customer experience taking ownership of any past, current or future questions the Customers may have.

Take inbound calls from potential and existing customers, dealing with car, van and home insurance queries.

Offer a personalised and proactive Customer Experience. 

Communicate to Customers using plain English enabling them to make informed decisions. 

Ability to modify communication style to build relationships and loyalty with Customers.

Be attentive, objective, patient & empathetic when speaking to customers. 

Adhere to all regulatory requirements, for example, the Financial Conduct Authority's rules & principles, Data Protection Act & Money Laundering regulations. 

Use technology in order to meet the customers' needs in a timely manner

Skills, Experience and Knowledge:

Ideally 1 years experience working within a customer service environment, this could be from a variety of backgrounds including retail, contact centre and hospitality (face to face, by phone or in written form).

Able to take responsibility for customer concerns & resolution.

Good communication skills, able to remain objective & demonstrate empathy.

Experience of using technology including excellent keyboard skills. 

Ability to work in a fast-paced environment.

A high level of attention to detail.

Able to identify personal goals & take responsibility for your own development plan.

Able to remain self-motivated.

What we offer in return:

33 days annual leave (inclusive of bank holidays)

Hybrid working split 50% on-site and 50% at home

Variety of shift patterns to choose from at offer stage

Monthly Prize Draw including incredible prizes

On-site Canteen

A virtual GP service

Opportunity for volunteering days

Opportunity for a yearly bonus

Life Assurance 4x annual salary

Flexible benefits scheme including much more which becomes available after joining

If you are interested in the above, please apply with an up to date CV