Customer Service Representative

Customer Service Representative – Hybrid Working

At LV= Life and Pensions, we’re fully committed to ensuring that our customers trust us to protect their families, finances, and futures – that’s why we keep them at the heart of every decision we make. In fact, doing the right thing is what unites all 1,200 of our people, driving us forward as we shape tomorrow, together.

We are currently offering a hybrid working model (Full time office working until after an initial training period between 3-6 months) - so this would mean spending 3 days at our Bournemouth office, and the rest of your week from home - the best of both worlds!

About you

We’re looking for people of all walks of life to join our team, who will be friendly, kind, ambitious, passionate, empathetic and caring! If you are all of those things, you’re who we’re looking for. We thrive on the benefit of everyone’s differences and love to learn from each other - being totally committed to equal opportunities opens up massive benefits, not just to our organisation and people, but also to our members and our products. Whoever you are, whatever you are and in whatever way you identify, you’re welcome here.

Within your role as part of our busy Customer Response Teams, you'll focus on maintaining contact with our customers, predominantly via telephone communication or by email.

You may be dealing with customers who are making claims on existing policies, meaning that some people you speak to will be bereaved and in need of our compassion and care. Some of these calls may be a little difficult, but we’ll always support you and you’ll be providing care and support to people during challenging points in their lives – your contact with them could have a really positive impact during an otherwise difficult time.

Our team is massively supportive and everyone around you will help each other. You’ll be trained and mentored to make sure you know the systems and processes inside out, as well as learning how to deal with the tougher scenarios. One thing we’re good at? Celebrating success and a job well done!

So if you enjoy being on the phones and are looking for a role where you can really make a difference and help others, this is it! Don’t miss your chance to join us!

Details

Whether you’re joining us from a similar role in Customer Services or looking to kick-start your career in this field, we want to speak to you. You’ll need to:

• 
  Have experience of providing outstanding customer service, whether that's in retail, hospitality, or perhaps healthcare
• Be a team player who enjoys working with others
• Be compassionate and caring
• Have great communication skills and a real talent for making customers feel special
• Be a fantastic multi-tasker
• Be able to use your initiative to solve problems and create solutions that delight our customers
• Be good with words and numbers, and pay strong attention to detail
• Be supportive, respectful, and courteous to all your new colleagues.

Although it can be tough dealing with calls of this nature, it is thoroughly rewarding being able to make one thing just that little bit easier for customers and their loved ones.

Why work for us?

There is plenty of room for progression in LV=, many of our Team Leaders and managers started out in Customer Service Representative roles.

We’ll make reasonable adjustments for your specific needs to make sure your individual requirements are accommodated as far as possible – just let us know what you need and we will be more than happy to discuss.

Go on, bring your true self to LV=.

You’ll work 37.5 hours per week (Monday to Friday between 9am-5pm). No weekend work. Overtime is available where there is a business requirement.

We can offer a mix of office and home working once you are trained and up to speed with systems & processes.

Salary is dependent on experience, from £21,255. Your salary will also increase as part of our new salary framework between and after the first 18 months of service.

Rewards and Benefits

At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers and we’ll reward you with an attractive, competitive salary and benefits package in exchange for your hard work, including:

• 
  24 days' holiday – which increases after two years’ service to 26 days
• The opportunity to buy or sell up to five days’ holiday
• An annual bonus scheme based on company and personal performance
• Cycle to work scheme
• A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14% (please click here to read more about it)
• You’ll receive up to 20% discount on our life products for you and your immediate family.
• Free parking is available on-site, offered on a first come first served basis
• We have a fantastic new coffee lounge opening in autumn 2022 where you can relax, socialise, and enjoy a delicious drink and snack.
• Free tea and coffee-making facilities are also available in the office, including dairy and dairy-free milk
• Access to our games room for fun and team building
• Free book-swap scheme for you to find what you love, whether it's a thrilling tale or romantic novel
• Access to on-site Mental Health first aiders and our free, 24-hour employee EAP helpline

Here at LV= Life and Pensions we always love to hear from great people, so don’t forget to follow us on Instagram, Twitter, LinkedIn and become a fan on Facebook. We’re proud to say we’re an equal opportunity employer and we value diversity and inclusivity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We’re also open to conversations about flexible working as part of your application - if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.