Job Description

Customer Support Advisor – Service Excellence

Salary: £25,506 per year plus average additional earnings of £2,400 per annum

Contract: Permanent, full time with a rotational shift pattern

Location: Remote – Working from home

Start: Monday, 26th of October.

Domestic and General is the largest insurance company in the UK with an ambition to scale globally. We currently service over 9 million customers annually whilst being a proud partner to leading manufacturers and retail brands across the globe

For consecutive years we have been recognised as a “Great place to Work”.

Do you thrive in a fast-paced environment and enjoy connecting with people? If you're motivated by a supportive but target-based environment, you'll fit right in as a customer support advisor.

How will you contribute?

In the role of a Customer Support Advisor within our Service Excellence team, you’ll play a key part in supporting customers who have concerns, complaints, or issues that need resolving. Each day, you'll handle inbound calls from customers looking for assistance, guidance, and resolution.

Every interaction is an opportunity to make a difference. You'll build rapport, listen carefully to understand each customer's unique situation, and take ownership of their concerns. Using your problem-solving skills and empathy, you'll work towards achieving the right outcome for the customer while delivering an exceptional service experience.

You'll thrive in a fast-paced environment where no two conversations are the same, balancing customer needs with policy and regulatory requirements to ensure fair and effective resolutions.

So, who are you?

• Empathetic and an active listener – Understanding customer’s needs is crucial for recommending suitable products and building trust.
• Resilient and adaptable – No two customer situations are the same. You remain calm under pressure, confidently navigate challenging conversations, and adapt your approach to meet individual customer needs in a fast-paced environment.
• Curious and growth mindset – A willingness to learn about new products, compliance updates and client perspectives, helps to ensure you consistently provide the right customer outcomes.
• Clear communicator – Explaining products transparently and avoiding jargon or misleading language, is a regulatory must.
• Independent - You are the right combination of ambitious and innovative, whilst able to work autonomously in a home-based position.

Shift pattern:

Your shift patterns will rotate between our core opening hours of 8am and 8pm (Monday-Sunday).

You’ll work 37.5 hours per week and you will have two 15-minute breaks and a full hour for lunch, allowing you to recharge and maintain your focus.

We’ll provide all the equipment you need, but you must have broadband access.

What's Next?

At D&G we give you all the tools that you would need to have a fulfilling career. Every system, every process and every Partner is brought to life through a series of eLearning, Facilitator led sessions, Role Reality sessions, Call Listening and Call Taking exercises during the training period. This allows you, to fully embrace and understand what is required to succeed at D&G and to provide our customers, with the best outcomes.

The Benefits of joining Domestic and General

• Starting salary of £25,506
• Average Bonus Earnings of £2,400 per annum, earned through a combination of strong performance, excellent customer service and call quality.
• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
• Remote working / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards.

Process

• Apply on workday
• 15-minute telephone conversation with one of our Talent Acquisition team
• Complete our online Virtual Assessment
• A Microsoft teams’ interview and call listening exercise
• Job Offer and employment screening checks
• IT Equipment delivery and set up call in readiness for day 1

We want everyone to have a fair and inclusive experience when applying for a role with us.

If you require adjustments or additional support during the application or interview process, please get in touch at recruitment@domesticandgeneral.com and our team will do our best to help.

Please note that we have a thorough referencing process, which includes criminal record checks.

This role is only available to applicants based in mainland UK.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.