In this role, you'll be the voice of Neilson for our policyholders, delivering outstanding service across all customer enquiries and post-sales requests. Through excellent communication skills, you'll handle a wide range of customer queries, predominantly via inbound and outbound calls.

This role will suit someone who thrives in a fast-paced, target-driven contact centre environment and takes genuine pride in helping customers navigate important financial decisions.

What you'll do

• Manage customer enquiries and requests effectively via phone and email
• Receive and resolve customer complaints at first contact, escalating where required
• Update policy details, process changes to cover, and handle cancellation requests
• Empathise with customers and confidently handle objections and queries to ease uncertainty or concerns
• Maintain accurate customer records and comply with regulatory requirements
• Adhere to processes and procedures for all service-related matters, escalating breaches as appropriate
• Contact customers to remediate failings identified by the quality assurance team
• Meet productivity and quality targets, contributing positively to team performance
•