Job description
About the team
We are looking for self-motivated individuals who are looking to work in a friendly, supportive, team orientated and customer driven environment.
We are a home insurance group who pride ourselves in delivering great results through a combination of hard work, collaboration and dedication. Working for Brightside is all about making a difference. A difference for our customers and for our business. It's about putting our customers at the heart of what we do - doing the right things and doing them well. We have created an environment which empowers individuals and rewards hard work.
About the role
You will take inbound calls from our customers helping them with queries about their existing policies.
You'll guide customers through the process to make a change to their existing policy; whether it's a name or address change, or something more complex.
Using your product knowledge and customer service skills you'll resolve and offer solutions
Building rapport and understanding each customer's requirements
You will also be required to support customers who are unable to complete our online journey
You will make outbound calls to our customers to confirm policies are correct
You will be responsible for managing team diaries and inboxes.
Contacting customers regarding missed payments or debt and supporting with financial difficulties and exploring all options
Supporting customers in following the claims process
Supporting customers with the cancellation of their policies
About you
It goes without saying that you will be at your best when you are helping customers by delivering exceptional service. Ideally you will have experience of working in a fast-paced environment with a focus on performance and putting the customer first.
You will:
Be a strong communicator with the ability to adapt your style to each customer.
Be energetic and have a positive approach to problem solving.
You will need to be able to understand customer's needs effectively showing ownership, empathy, and resolution.
Strong verbal communication skills are a must with the ability to adapt your style when needed.
It is important that you are self-motivated, driven and resilient in order meet and exceed your performance targets and KPIs.
Working Hours
The full-time working hours are 37.5 hours per week. We'll need you to be available Monday to Friday 9am- 6pm (shift pattern is 9am-5pm OR 10am-6pm). Typically, if you are opting for full time hours you'll work a 7.5 hour shift with an unpaid lunch break and then one in three Saturdays between 9am-1pm (when you work a Saturday you'll get the time off in lieu).
Training: Training will be held in a local hotel full time for the first 3 weeks and then the role will be mostly remote with Hub days booked in at least once a month.
Working From Home
You will need a broadband upload and download speed of at least 5 mbps. If you're not sure what your internet speed is you can check it by 'googling' internet speed test and select the 'Run Speed Test' button.
What's in it for you?
You can expect to receive full training and the support until you're fully competent in the role. Your training will be remote based and some on the job - at every stage of the training we'll make sure you're happy and confident with what you've learnt.
We believe in the value of developing our people and we can offer you genuine career opportunities. Following your initial induction and training we will provide valuable in-role development, you'll also have opportunity to attain accredited industry qualifications.
