Job Description
SummarynnCustomer Service AdvisornnDo you enjoy building relationships with customers and colleagues and are looking for genuine career opportunities? Then there's a role here for you!nnWe're currently looking for understanding people to join our contact centre teams supporting our home insurance customers across our various banking brands.nnPay: £14.40p/hrnContract Type: TemporarynContract Length: 6 monthsnStart Date: 15th June 2026nWorking Pattern: Full Time, 35 hours per weeknShifts: Monday to Friday (8 AM – 6 PM), Saturday (9 AM – 1 PM) – every other Saturday with a weekday offWork From Home:nnAfter 8 weeks training you can work from home 3 days per week. nBased in Halifax, our newly refurbished office is just a 10-minute walk from Halifax train station.
Plus, enjoy the convenience of free parking on-site!.What You'll Do:n As a Home Customer Service Consultant, you'll be taking customer calls and doing your best to help them with our products, taking time to understand what matters to them. You will be the first point of contact for customers, and will help in all kinds of issues such as:nnHandle incoming home insurance claims via phone and online channels, gathering key information and registering new claims accurately at first notification.nSupport customers in distressing situations (e.g., theft, damage, loss, major home incidents) by guiding them through the claims process from start to finish.nAssess claim details and make routing decisions, identifying when cases require specialist teams, escalation, or further investigation.nIdentify potential fraud, misrepresentation, or non‑disclosure at first contact and direct these cases to the appropriate experts.nManage complaints and deliver compliant customer service, including having difficult conversations where claims aren't covered and documenting decisions clearly. nn What We Offer:nnWork from home 3 days per week (after training sign off)nWeekly PaynComprehensive training and ongoing support to ensure your successnA vibrant and supportive team environmentnOpportunities to develop your skills in the financial services industrynOnline payslipsnDedicated aftercare teamnAnnual leave allowancenEmployee Assistance ProgrammenAccess to Able Futures nEyecare vouchersnAccess to Boost benefits such as discounted shopping vouchers, services, attraction tickets and morenSmart Spending AppnWorkplace Pension scheme nnWhat We're Looking For:nnCrucially, you're a people person – working with your team to provide an essential service to our customers.nThe emotional intelligence to put yourself in the customers' shoes, ask the probing questions needed to determine how we can best meet their needs.nThe passion and commitment to deliver on your promises and to go above and beyond for people to ensure their policies needs are met.nAdhere to processes but also be able to think creatively on your feet when required and use your judgment to do the right thing.nStrong attention to detail and really great communication skills to construct written correspondence when required as well as talking to customers over the phone.
nn Why Join Us?n Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.n We want our people to feel that they belong and can be their best, regardless of background, identity or culture.n We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.n And it's why we especially welcome applications from under-represented groups.n We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.nnPontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace.
We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you
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