Role: Customer Service & Validations Agent
Location: Liverpool - Hybrid, Office based or Remote. Our office is based in Liverpool but open to remote workers outside of Liverpool
Working Hours: Monday to Friday 09:00am – 17:30pm (No Weekends)
Salary: £25,877 - £27,515 + up to £2000 performance related bonus

• Respond to all enquiries from customer and colleagues through all lines of communication.
• Provide high quality Customer Service and give the Customer a Positive helpful experience.
• As a brand ambassador always conduct yourself and communications in a courteous and helpful manner and ensure that all information required by either the customer or the colleague is obtained and communicated correctly and efficiently.
• Give suitable information to customers and assist with any queries relating to their insurance needs and policy cover.
• Build Report and trust with the Customer, resolving queries in a fast and efficient manner.
• Have multiple conversations with different Customers on webchat without compromising the quality of chats.
• Maintain an accurate record of the assessment of the customers awareness of risk and insurance as well as their circumstances and objectives.
• Using the system(s) you are provided, determine which insurer or scheme will provide the most competitive and suitable product for the query, and ensure that the best premium and policy cover and terms are obtained for the customer.
• Ensure that you look to resolve any customer dissatisfaction at first point of contact.
• Discuss any additional covers available to the customer to ensure that all their insurance requirements are satisfied.
• Demonstrate flexibility, empathy, consideration and respect when dealing with customers, team members and external organisations.
• Ensure that you are always working to agreed service levels.
• Be empathetic to Customer problems and find suitable solutions.
• Liaise with the relevant company departments or external insurance organisations to ensure that customers’ needs, and requirements are always met by the company.
• Assist your Management Team with the day to day running of the department and any requests they may have.
• Complete all Key Learning and any additional training as requested by the Business.
• To bring to the attention of management any training or procedural issues needing to be addressed on either a personal or Company level, including suggestions for improvements on existing processes and procedures.
• Assist other team members as and when required.
• To report any act of a criminal, dangerous or deliberately negligent nature by another member of staff to your supervisor at the earliest opportunity.
• To behave in a responsible manner in the office always.
• Resolve Customer Complaints in a professional manner whilst demonstrating treating the customer fairly.
• Ensuring all details on NB applications are honest and accurate
• Performing checks on applicants’ details to confirm accuracy
• Updating details and advising customers to any change in the price of their premium
• Assisting clients in providing vital information
• Promoting bespoke packages relating to the client’s needs
• Assisting and learning underwriting