Customer Care Specialist

We are seeking an ambitious and enthusiastic Customer Care Specialist to join our award winning Insuretech MGA start-up. You will be responsible for delivering high-quality support to customers and our Customer Care team. The ideal candidate will have good problem-solving skills with a desire to continuously improve customer outcomes and have excellent organisational skills with the ability to prioritise tasks and meet deadlines. Previous experience within an insurance-based contact centre is desirable but not essential. Key Responsibilities of the Role * Working Monday to Friday. Our current operating hours are Monday to Friday from 8:45am to 5:15pm. * Day to day you will be handling inbound enquiries from new and existing customers via calls, live chat and emails. You can expect to assist with 100+ unique contacts per day during busy travel periods. * Accurately record and update customer information on our call centre systems in real time. * Meet individual and team performance, quality, and compliance targets. Quality is scored based on a combination of key measures including data protection, regulatory compliance, information accuracy and soft skills. * Managing pre-purchase queries as well as amendments and cancellations to existing policies from request through to completion. * Performing regular monitoring and quality checks of the company’s customer facing systems and identifying any errors or bugs for correction and escalating issues for prompt resolution. * Ensuring all confidential information is handled in accordance with applicable protocols, policies, and procedures. About You * Previous experience within an insurance-based contact centre is desirable but not essential. * Passion for delivering great customer service and the ability to handle challenging conversations and resolve queries with empathy. * Attentive and patient listener with strong written and verbal communication skills. * Ability to accurately calculate and process adjustments and refunds on the fly, as well as accurately listen and record customer securely. * Strong IT literacy including knowledge of MS Office. Are comfortable and confident learning and using various software packages. What we Offer * Work from home. * Pension scheme with employer contributions. * Full training and continuous coaching. * 25 days holiday plus Bank Holidays