We are recruiting for experienced Customer Service professionals to work for a well-known, established insurance company!<br><br>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!<br><br><strong>We have roles available in Sunderland for a start date of 4th January 2027 <br><br></strong><strong>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. <br><br></strong><strong>Salary for this position is £25,500 basic + £2500 shift allowance totalling to £28,000 per annum. <br><br></strong><strong>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. <br><br></strong><strong>Full in-depth training is provided for this position. <br><br></strong>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.<br><br><strong>Key Accountabilities and Responsibilities:<br><br></strong><ul><li>Deliver an exceptional Customer experience taking ownership of any past, current or future questions the Customers may have.</li><li>Take inbound calls from potential and existing customers, dealing with car, van and home insurance queries.</li><li>Offer a personalised and proactive Customer Experience. </li><li>Communicate to Customers using plain English enabling them to make informed decisions. </li><li>Ability to modify communication style to build relationships and loyalty with Customers.</li><li>Be attentive, objective, patient & empathetic when speaking to customers. </li><li>Adhere to all regulatory requirements, for example, the Financial Conduct Authority's rules & principles, Data Protection Act & Money Laundering regulations. </li><li>Use technology in order to meet the customers' needs in a timely manner<br><br></li></ul><strong>Skills, Experience and Knowledge:<br><br></strong><ul><li>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).</li><li>Able to take responsibility for customer concerns & resolution.</li><li>Good communication skills, able to remain objective & demonstrate empathy.</li><li>Experience of using technology including excellent keyboard skills. </li><li>Ability to work in a fast-paced environment.</li><li>A high level of attention to detail.</li><li>Able to identify personal goals & take responsibility for your own development plan.</li><li>Able to remain self-motivated.<br><br></li></ul><strong>What we offer in return:<br><br></strong><ul><li>33 days annual leave (inclusive of bank holidays)</li><li>Hybrid working split 50% on-site and 50% at home</li><li>Variety of shift patterns to choose from at offer stage</li><li>Monthly Prize Draw including incredible prizes</li><li>On-site Canteen</li><li>A virtual GP service</li><li>Opportunity for volunteering days</li><li>Opportunity for a yearly bonus</li><li>Life Assurance 4x annual salary</li><li>Flexible benefits scheme including much more which becomes available after joining<br><br></li></ul>If you are interested in the above, please apply with an up to date CV.