Job Description

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.