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Customer Service Advisor

Customer Service Advisors

Customer Service Advisors, working from home 33hrs per week over a pattern of Tuesday to Friday 12 to 8pm with one hour lunch break and Saturday 9 to 2pm, salary £21,000

Customer Service Advisors working from home 37.5hrs per week over a pattern of Monday to Friday 9.00 to 5.30pm one hour lunch break £21,000

The Department:

The Customer Services team is a friendly supportive and team orientated. We are looking for someone to join us who can live up to our values: Teamwork is Dreamwork, Energize, Active ownership, Make if Fun!

The Position:

Working from home and reporting to the Customer Service and Sales Supervisor, this role’s purpose is to support the needs of our Customers. Our pet loving customers require a responsive customer service team with problem solving skills, who is able to retain an array of breed/pet information and can support them through excellent communication with colleagues and with these customers providing end to end attention to detail with the aim of effective resolution.

Successful candidates will be provided with a comprehensive training and induction program and following successful completion of a three month probationary period will be entitled to benefits which include full time equivalent of 22 days annual leave plus bank holidays, 4 x basic Life Assurance, Pension, Employee share options and Health Cash Plan.

Role Responsibilities:

  • Respond promptly in an enthusiastic manner, to enquiries relating to general enquiries, policy/product requests and or requests for information, renewals and or complaints.
  • Ensure the delivery of the highest possible levels of customer care and look to retain and convert renewal policies, justifying changes to the policy from the previous year to the customer.
  • Using the information provided during training and coaching sessions, aim to achieve completion of all customer queries within the expected service level through Webchat, Email and Telephone.
  • Achieve call targets on a daily, weekly, and monthly basis in communication with your line manager.
  • Handle objections with effective feedback and provide responses using empathy.
  • Ensure consistent adherence to Pet Protect procedures and work within GDPR.
  • Respond effectively to customer queries and using the highest level of attention to detail, record customer details on the system.
  • Always ensure compliance with insurance regulatory bodies.
  • Working as a team member of the department as well as of the wider business, provide support for other Operational areas as required.
  • Any other duties as reasonably required

Person Specification

  • Professional Standards
  • Hard working
  • Team player
  • The Ability to communicate clearly and in a positive manner
  • Able to deal with customers under stressful situations
  • Problem analysis and solving, being able to understand the customers problem as well to identify the appropriate solution and should also be able to serve customers quickly and efficiently to avoid further frustration
  • Ability to adapt quickly to situations
  • Individuals who are hardworking and driven
  • Individuals who are open to being coached and developed proven track record of development and consistently achieving goals

Skills and experience

  • At least 2 years of insurance sales and service experience, Pet insurance a distinct advantage, at least experience in working in FCA regulated environment such as finance industry
  • Professional Supportive and able to adapt to change
  • Demonstrable experience in providing excellent service to customers via Webchat, Email, and telephone
  • Good tone, with excellent communication skills, verbal and written
  • Exceptional telephone and interpersonal communication skills
  • Ability to work under pressure
  • Strong problem solving and de-escalation skills
  • Strong keyboarding skills and ability to multitask
  • Positive attitude, highly self-motivated and goal-orientated
  • Excellent Attention to detail
  • Clear understanding of GDPR
  • The ability to work in a repetitive environment with continuing motivation to achieve client satisfaction
  • Animal friendly essential
  • Relevant technical systems knowledge and the ability to pick up new systems understanding
  • Ability to retain information in order to deal with the customers to an excellent level

Position Core Competencies and Company Values:

Core Competencies

  • Excellent Communication Skills
  • Hard working
  • Coaching and Developing
  • Customer Focus
  • Decision Quality
  • Drive for Results
  • Problem Solving

Core Values

  • Teamwork is Dreamwork
  • Energize
  • Active Ownership
  • Make it Fun!

All recruitment is subject to credit, criminal and right to work checks and the ability to work from home. This role is offered Nationwide.

To apply, please provide your application including reasons for your application and your CV to . Candidates who are selected will be contacted directly. Direct Applications only please.

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