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- Tasks: Join our Customer Response Team, helping customers via phone and email with compassion and care.
- Company: LV= Life and Pensions is dedicated to protecting families and futures, valuing diversity and inclusivity.
- Benefits: Enjoy a hybrid work model, 26 days holiday, annual bonuses, and discounts on life products.
- Why this job: Make a real difference in people's lives while working in a supportive and celebratory team environment.
- Qualifications: Experience in customer service, great communication skills, and a caring attitude are essential.
- Other info: Evening interviews available for those in full-time work; no weekend shifts required.
The predicted salary is between 20000 - 30000 £ per year.
Customer Service Representative – Exeter
About the Role
We are currently advertising for 6 & 12 months contracts across our New Business teams.
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 Exeter office, and the rest of your week from home – the best of both worlds
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 offer a hybrid working model; however, your presence will be required in our Exeter office. (Full time office working until after an initial training period of 6 months).
Salary is £24,570. Your salary will also have the potential to increase as you progress thought our career development framework when milestones are reached.
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. You may also be dealing with new policy creation by speaking with our team of Independent Financial Advisors, these conversations are crucial to providing the best possible experience for our new customers and driving our values into each conversation.
Some of these calls may be a little difficult, but we\’ll always support you. 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 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.
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.
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.
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=.
Customer Service Representative employer: LV=
Contact Detail:
LV= Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Familiarise yourself with the values and mission of LV= Life and Pensions. Understanding their commitment to customer care and compassion will help you align your responses during interviews, showcasing that you share their dedication to making a positive impact.
✨Tip Number 2
Prepare for situational questions by thinking of examples from your past experiences where you've demonstrated outstanding customer service. Highlight instances where you showed empathy and problem-solving skills, as these are crucial for the role.
✨Tip Number 3
Practice your communication skills, especially over the phone. Since the role involves handling sensitive conversations, being articulate and compassionate in your tone will be key to making customers feel valued and understood.
✨Tip Number 4
Research common challenges faced in customer service roles, particularly in the financial sector. Being prepared to discuss how you would handle difficult situations can set you apart and demonstrate your readiness for the job.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in roles that required compassion and communication skills. Use specific examples to demonstrate how you've made a positive impact on customers.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping others and your understanding of the challenges customers may face. Mention your ability to work in a team and your commitment to providing outstanding service.
Showcase Your Skills: Emphasise your multi-tasking abilities and problem-solving skills in your application. Provide examples of how you've successfully handled difficult situations or provided exceptional support to customers.
Research the Company Culture: Familiarise yourself with LV= Life and Pensions' values and commitment to diversity and inclusivity. Reflect this understanding in your application to show that you align with their mission and culture.
How to prepare for a job interview at LV=
✨Show Your Compassion
Given the nature of the role, it's crucial to demonstrate your ability to be compassionate and caring. Share examples from your past experiences where you provided support to customers in difficult situations, highlighting how you made a positive impact.
✨Highlight Teamwork Skills
This position requires a strong team player. Be prepared to discuss how you've collaborated with others in previous roles. Mention specific instances where teamwork led to successful outcomes, as this will resonate well with the interviewers.
✨Demonstrate Communication Skills
Effective communication is key in customer service. Practice articulating your thoughts clearly and concisely. You might want to prepare for common customer scenarios and how you would handle them, showcasing your ability to make customers feel valued.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Think of examples where you used your initiative to resolve issues or create solutions that delighted customers. This will show your potential employer that you can think on your feet and provide excellent service.
