Customer Service Team Member

At BES Group, we pride ourselves on being the leading end to end risk management solutions provider in the UK and Ireland. This means it’s our job to help keep our customers' assets legally compliant, operational and, above all else, safe. We’re able to achieve this with a team of only the very best, most talented people. Our Engineers and Customers count on our brilliant Customer Service Team to provide excellent customer service support. You don’t need heaps of experience to join us, just the right attitude, aptitude and appetite for what we do.

As a Customer Service Team Member for BES Group and the first point of contact for our customers, you will be focused on reviewing, renewing and invoicing our customer contracts, aiming for an excellent retention rate. You will focus on customer requests via inbound phone calls and emails aiming to deliver the best possible outcome in a timely manner. We’ll also expect you to proactively identify ways to improve the customer experience at every opportunity.

You will:

• Build relationships with our brokers and customers
• Deal with customer queries through to resolution
• Review and process data relating to customer accounts
• Follow agreed processes and procedures to ensure service standards are consistently achieved
• Own the renewal process; reviewing contract data and preparing renewal terms for your allocated contracts
• Work towards and achieve customer retention targets
• Become the expert in non-standard, large and/or complex cases
• Coach colleagues in the handling of standard and nonstandard cases in line with process to increase levels of capability
• Become a recognised expert in applying best practice across all core tasks
• Focus on developing your skills in all areas to drive continuous improvement in all that you do
• Approve financial transactions within your level of authority

This is a great opportunity to continue your customer service career, working Monday to Friday (no more weekend working, hooray!).

As part of our team, you will get:

• A starting salary of £23,000
• Up to 10% pension contribution
• 2 x life cover
• Enhanced maternity/adoption leave
• Annual salary review
• 25 days annual leave plus 8 bank holidays
• An additional day’s holiday for your birthday every year
• Access to our buy and sell holiday scheme
• Opportunity for flexible working
• Discounts and savings via our employee benefits portal
• Health and wellbeing support via our Employee Assistance Programme
• Company wide volunteering scheme
• Guaranteed fundraising support for your chosen charity

To join our team, you will need:

• Experience of working directly with customers
• Experience working with data and using data to make decisions
• Experience using the Microsoft package (Word, Excel etc)
• Ability to communicate effectively via the phone and in writing to different types of customers
• Ability to build and develop relationships
• Ability to operate in and support a very busy team, but to manage your own workload efficiently
• Ability to organise your time to manage competing deadlines and targets
• Experience of working with a CRM system (desirable)
• Experience of using multiple systems/applications at one time (desirable)

Our focus on diversity, equality and inclusion is here to stay. Our team is made up of some of the most skilled and talented people and that’s what matters to us. At BES Group, we want our people to know that they can be their true authentic selves at work, it really is that simple.

What’s more, we’re a Real Living Wage employer across our complete business and we are delighted to have pledged our commitment to the military community by signing the Armed Forces Covenant.

If you don’t meet every point above, but still feel like you could really help make a difference in this role, please apply, you might be exactly what we’re looking for. To apply for this role, simply click ‘Apply’. We ask for some basic contact information and a CV or your LinkedIn profile, it’s that easy! Please note, successful candidates will be required to complete the relevant background checks as part of the recruitment process.

BES Group, where our people and our customers come before everything else.