Customer Advisor

Recruiter
Pontoon
Location
Norwich
Posted
13 Feb 2018
Closes
21 Feb 2018
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Part of UK Direct Operations, Horizon Business Centre is part of a virtual network taking calls from customers across a range of products and communication channels such as phone, live chat and social media. Within our centre of excellence we have 40 customer service teams of 12 representatives who help foster an environment of collaboration, support and teamwork at all times.

Successful candidates will provide expert advice and exceptional service for Direct Home Insurance customers through inbound calls and will have the capability to take on additional products within 3-6 months.

The customer is at the heart of everything we do and we have a culture which empowers all of our people to deliver great service every time

Were looking for motivated and passionate people who want an opportunity to give excellent customer service and have the ability to react and be proactive on customers' needs. We use systems thinking methodology at all times and look for our people to identify issues and give them the platform to provide ideas and solutions that can enhance the customer journey.

The roles are full time and all candidates must have the flexibility to work evenings (up to 8pm) and weekends on a rotational basis. As part of a virtual network there is flexibility to move within this rotation in line with business requirements.

We offer a clear pay progression framework for individuals to work towards.

Duties & Responsibilities

* Meeting customer demands successfully at First point of contact.
* Supporting and promoting the customers digital journey through the app
* Understanding customers needs and promoting additional products that meet them
* Protecting our customers at all times by adhering to structured FCA regulations
* Identifying customer dissatisfaction and accurately recording complaints
* Focus on personal effectiveness and efficiency as well as identification of waste, complexity and failure demand to help improve our customer journeys
* Owning your own development although knowledge and skills training will be provided
Offer support to others to help them learn and solve customer issues, both within the team and sharing knowledge more widely within the end to end flow.

Skills & Experience required

* Effective verbal and written communication skills
* Recognising customers as individuals
* Comfortable working with computers / various computer applications although full training is provided
* Working knowledge of Word and Excel applications
* Decision making
* Problem solving
* Working in a team

What will you get for this role?

* Starting Salary of £17,000 and put on our pay progression module
* Generous defined contribution pension scheme
* Annual performance related bonus and pay review
* Minimum holiday allowance of 25 days plus bank holidays and the option to buy/sell up to 5 additional days
* Up to 30% discount for some products through, plus discounts for Friends and Family
* Excellent range of flexible benefits to include a matching share save scheme

Additional Information

Bring to us what makes you different and we'll support you to do the best work of your life. We encourage applications from everyone who wants to help us achieve our purpose of helping our customers to Defy Uncertainty.

One of our core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time

All displaced candidates will be given primacy which means that we will still accept applications from employees who are under notice of redundancy (or have had an outcome from a redundancy selection process which has resulted in a maximum of 6 months' work) after the initial closing date until the position has been offered.

For non displaced internal candidates once the initial closing date has passed, we may still be able to accept applications on a case by case basis. or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies.

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