Customer Service – Customer Service Representative

Job Title

Customer Service Representative

Location

Liverpool – Mersey Chambers with Hybrid Working

Salary

£26,938 – £28,609 plus up to £2,000 performance-related bonus

Working Hours

Hybrid model with a minimum of 3 days in the office. Shift patterns:

• Early Shift 8:30am – 17:00pm
• Mid Shift 9:00am – 17:30pm
• Late Shift 10:00am – 18:30pm
• One in three Saturdays 09:00am – 17:30pm

Overview

We’re looking for a Customer Service Representative to join our thriving inbound contact centre specialising in insurance. You will deliver excellent service, manage policy queries and complaints, and represent our brand.

Responsibilities

• Achieve KPIs and targets.
• Deliver high quality service and meet audit standards.
• Turn complaints into opportunities, handling difficult situations with patience and empathy.
• Handle policy queries and changes.
• Provide VIP service and support every customer.
• Serve as a brand ambassador.

Qualifications

• Motivation and drive for providing exceptional service.
• Strong communication skills, both phone and webchat.
• Empathy and patience with customers.
• Goal-oriented, aiming to hit targets.
• Attention to detail, especially with insurance policies.

Benefits

• Maximum of 35 days’ holiday, depending on role and tenure, including bank holidays with buy/sell options.
• 24/7 mental health support and free counselling.
• Career development through fairs, leadership programmes, and learning opportunities.
• Flexible benefits, including early salary access via internal platform.
• Hybrid working options to support work-life balance.
• Recognition awards and social events.

Visa Requirements

Applicants must have at least one year remaining on their Graduate or Post-Study Work visa. No visa sponsorship is available at this time.

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