Customer Service Adviser
Due to rapid expansion within our motor insurance division, we at Hood Group are looking to recruit experienced Customer Service Advisers to deliver first class support & assistance to our customers across all of our Telephony and Digital contact channels.
We are looking for people with a proven track record in customer operations & contact centre work - who are self-motivated and experienced in dynamic & highly productive working environments.
You will also need to be a service professional and passionate about providing great service on every customer contact and have a non-stop positive attitude about this type of work.
If you are interested please send your application in as soon as possible as we are looking for an October start date for some of the positions.
Duties will include:
- Handling a high volume of customer contacts via Telephone, Web-Chat & E-mail
- Resolving complex customer queries quickly & accurately
- Achieving daily productivity and quality of service targets
- Updating of multiple databases & customer record systems
This role will see you predominantly working from home, so will need to have permanent access to a suitably professional working environment across all of the relevant shifts & rostered hours - with no distractions or background noise - due to the complexity of the work & the making and receiving of customer calls.
You will be required to come to the Southend office twice a month (on average) for 121s, performance reviews, coaching, training and team meetings.
Initially during induction training you may be required to attend the office more frequently.
To apply you must have a minimum of 2 years contact centre experience in dealing with customers - with a proven background in telephony and digital channel work.
Additionally to apply, we require you to have a fast & stable home fibre broadband - with a (proven) minimum consistent speed of 20mbps available at all times - this is due to the wide range of technology & multiple systems we have in order for you to be able to handle a customer query.
The hours worked will be on a rotating shift basis, Monday to Friday 8.00am - 8.00pm, Saturday & Sunday 9.00am-5.00pm, with the potential to work Bank Holidays. We are offering 31 days annual leave (including bank holidays).
Our starting salary is GBP19,000pa based on a 40 hour week. This increases by GBP500 upon successful completion of probation and starting in 2021 there will be a quarterly incentive programme. We also offer a great benefits package upon completion of probation which includes life assurance, pension scheme, medical cover, permanent health insurance and much more.
Academic qualifications required:
Minimum of 5 GCSEs at grade 4-9(C- A*) or equivalent to include Mathematics and English
Hood Group is a privately-owned business p roviding insurance solutions for over 30 years to some of the most well-respected brands, insurance partners and financial intermediaries. Established in 1983, we come from modest beginnings in the City of London with a small team of passionate people who wanted to help change insurance for the better. We offer our partners an end-to-end service; from product and quote platform design through to sales and retentions. Hood Group is now one of the largest employers in South East Essex with around 180 staff, award winning services and cutting-edge technology.
We invest in the careers of all our staff through training, qualifications and by providing a pro-active learning environment. We understand the importance of staff wellbeing and maintaining a good work/life balance and provide opportunities such as flexible working and career breaks. On completion of probation we also provide an excellent benefits package that includes life assurance, pension scheme, medical cover, permanent health insurance and much more.
Due to the sheer volume of applications we receive we are unable to contact all candidates.Therefore if you have not heard from us within 10 working days please assume that, on this occasion, your application has not been successful.