Customer Service Representative

We are currently advertising for a Permanent Contract in our Protection Existing Business team. 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 offer a hybrid working model; however, your presence will be required in our Bournemouth office. (Full time office working until after an initial training period of 6 months). Salary from £26227.50 (level 1). Your salary will also increase as part of our new salary framework. 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! Key Responsibilities 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. Rewards and Benefits This Role is a Band A in the LV= Structure 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: • 26 days' holiday – which increases after two years’ service to 28 days (adjusted for your shorter contracts). • 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% - subject to National Minimum Wage requirements. • 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 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 • 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 Please note all salary sacrifice benefits are subject to National Minimum Wage requirements i.e. you are unable to select any benefits that would reduce your base pay below the minimum wage threshold.

About You

About Us

We’re proud of our inclusive culture at LV= and, as an equal-opportunity employer, we continually work to remove unconscious bias from our recruitment process. We value our colleagues for what they bring to our team regardless of any protected status or characteristics they may have. Talk to us about flexible working as part of your application; if it’s right for you, our members and customers, and our business, then we’ll do everything we can to make it happen. Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered. Go on, bring your true self to LV=.

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