Customer Service Agent

Job Description

Our RoleLooking for a company where youre not just a number, where your work life balance is as important to us as it is to you and where youll be given opportunities to earn more, learn more and develop your career with a growing business Stop looking, youvefound usWith over 20 years heritage were the UKs largest multi-service provider and still growing. We supply almost 200k businesses with their gas, electricity, water, insurance, card payment terminals, mobile, broadband and telecoms services. Weve won numerousawards over the years and this is because our colleagues and customers are at the heart of everything we do. With offices in Glasgow, Central Manchester, South Manchester, Leeds, Grimsby, Newcastle, Ipswich, and Nottingham and employing over 1000 people -were on a mission to be the one-stop essential services provider to small businesses, making customers lives easy and helping our people succeed.At Verastar, we dont just do jobs, we do careers. Weve got ambitious growth plans, and our people will grow with us. Well give you everything you need to develop and succeed. That means things like flexible working, a totally transparent rewards structure,a diverse and inclusive workplace, and the control to drive your own career and shape your own opportunities.Role Profile (The purpose of the role)This is a customer facing role, focused on interacting with existing TIO customers and managing and resolving queries and processing requested amendments related to TIO insurance products and services and issuing renewal documentation. A key requirement ofthe role is that all activity performed aligns to TIOs values and behaviours, with a customer-centric focus always maintained.Responsibilities of the role (What we want you to do)1. Inbound and outbound calling to existing TIO customers to manage and resolve their queries2. Complete all reports, system and CRM updates in a timely and accurate manner3. Perform all activity within regulatory standards, GDPR, quality policies and FCA regulation4. Develop a working knowledge of TIOs systems and business processes5. Possess the ability to identify and process requested adjustment to 2 TIO insurances packages and to transact new business policies6. Complete all financial transactions in accordance with CASS rules and GDPR restrictions7. Manage mid-term customer queries, ensuring policy is fit for requirements8. Create excellent working relationships across the TIO colleague communitySuccess Measures (What success in the role looks like)1. Achieve all agreed activity targets2. Achieve all objectives agreed with the Customer Service Manager3. Operate within TIO quality guidelines and FCA compliance rules4. Receive above par scores from customer satisfaction surveys and internal feedback.Experience (What you need to have already done to be right for this role)1. Previous experience of commercial insurance customer service preferred, but not essential2. Demonstrable evidence of a stable employment record3. A basic level of understanding of B2B sales processes, preferred, but not essential4. A basic level understanding of regulatory and customer requirements impacting insurance policies, preferred, but not essential.Skills (The personal capabilities needed to excel in this role)1. Good written and verbal communications skills, with an ability to adapt communication styles to individual customers2. High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of own work3. The drive, resilience and focus required to perform effectively in a fast-paced complex environment4. A genuine interest in own development and learning needs, with the energy and desire to act on them to improve own performance5. A professional and pleasant demeanour, with the desire to create good working relationships with both colleagues, customers and insurance partners.Qualifications and other requirements1. I.T. literate2. Location: Within commuting distance of office location, essential.In return for your hard work, youll get

• £19,000 increasing every three months as you develop in your role
• Monthly commission and quarterly bonus (Up to 10% of your annual salary) no sales involved
• 25 days holiday with the option to buy and sell more
• Discounts at 100s of high street and online stores

• Free Life Assurance, Cycle to work and travel loans for people wanting a greener commute
• Wellbeing support including 24/7 access to a GP, mental health support, get fit programmes and free legal and financial guidance

The important extras

• Full time/Permanent contract of 37.5 hours per week

• Monday to Friday (shifts between the hours of 8am-6pm)
• No Sundaysandevery bank holiday off
• Hybrid working - option to work two days from home if you choose
• Access to an award-winning training and development programme
• Opportunities to get involved in charity fundraising and volunteer days through our giving back movement

Apply today and kick start your Customer Service career with us.#SP#LI-KB1