Customer Services Specialist - Haywards Heath, United Kingdom - First Central

First Central

Verified Company

Haywards Heath, United Kingdom

1 day ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We're First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.
We're recruiting talented and motivated individuals with a passion for continuous improvement in a customer service focused role, are you hungry to be part of a new future team to shape our customer journey and to be the best at what we do

With 2023 fully underway we are building a bigger future by creating a NEW contact centre team who will be the eyes of our Customer Improvement journey for First Central, shaping our future goals Do you enjoy the thrill and buzz of working in a busy customer phone based role whilst also looking at how we can make processes better for our business and our customers?

You'll be a
Customer Services Specialist in servicing and supporting First Central customers whilst owning and improving standard operating procedures, delivering continuous improvement and building the blue print for best practice.

Our start date is
Monday 3rd April joining a comprehensive training course. You will be multi skilled from day 1 in identifying new opportunities and gaps in our customer journey process, how can we be the best in customer service, implement and make improvement suggestions to shape the future of our customer journey We want to be the best with our customers at the heart of everything we do

It's all about you.

Here's a taste of what you can expect working with us:

-
Generous competitive starting salary of up to £25,000

Depending on experience:
Home working opportunity of 3 days a week from home and 2
office days following training and passing your
probation:

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Monday to Friday 9am to 5:30pm:

Minimum 25 days' holiday plus bank holidays
(and the chance to buy and sell days):

-
A 'YOUday', an extra day off to spend however you want.

The clue's in the name**:
-
'Your Time in Need': five days' paid leave for compassionate or emergency reasons**:

A paid day off every year for charity work:

-
Fantastic training and development:

A fun, energetic and lively working environment

Customer Services Specialist Job Responsibilities:

Assisting customers with policy servicing across the nonclaims life cycle of their policy, all the while providing an excellent level of service
Spend up to 80% of time engaging with customers via voice and non voice channels in a contact centre environment
Engage in a variety of activities, flexing between service, projects and experiments in line with business need
Following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and feeding back to business
Continuously feedback into the improvement cycle to build best practice, providing detailed information to shape requirements and business case
Contributing to and building knowledge, training and process documentation
Testing of system and process changes
Onboarding new products and services to determine the best rollout strategy
Assist with testing and deployment of new initiatives where required, whilst providing detailed and timely feedback
Be the voice of the customer within retail operations and the gold standard for performance across all KPIs
Any other reasonable duties as required
To adhere to and consider all regulatory requirements at all time

Customer Services Specialist Experience & Knowledge:

Previous experience of working in a customer services contact centre role or similar customer facing environment essential
Knowledge of continuous improvement processes (an advantage)
Confident IT and software skills, including good Microsoft Excel and Word knowledge
Good communication skills, both verbal and written
Good time management and organisation skills
Problem solving skills with the ability to adopt a logical approach to resolving problems
Good data and statistical analysis skills
Good technical skills
IT and software skills, including good Microsoft Excel and Word knowledge

**What can we do for you?
**We believe we can offer you a great working environment as we're so passionate about our people. Here are just some of the benefits and perks that we offer