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For Companies At a Glance
- Tasks: Engage with customers via phone and email, providing support and assistance.
- Company: Join LV= Life and Pensions, a trusted company dedicated to protecting families and futures.
- Benefits: Enjoy hybrid working, 26 days holiday, annual bonuses, and a supportive team environment.
- Why this job: Make a real difference in people's lives while developing your skills in a caring culture.
- Qualifications: Experience in customer service is preferred; compassion and communication skills are essential.
- Other info: Free coffee, mental health support, and a vibrant office atmosphere await you!
The predicted salary is between 20500 - 29500 £ per year.
About The Role
Customer Service Representative
We are currently advertising for 6 & 12 month FTCs/secondments in our Savings & Retirement and Equity Release 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.
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 Hitchin office. (Full time office working until after an initial training period of 6 months).
Salary from £24,570. 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. 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
- 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 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
- 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.
- 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 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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Customer Service Representative - Hitchin employer: LV=
Contact Detail:
LV= Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative - Hitchin
✨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 how you can contribute to their goals.
✨Tip Number 2
Prepare for role-play scenarios that may come up in the interview process. Practising how to handle difficult customer interactions with empathy and professionalism will demonstrate your readiness for the challenges of the role.
✨Tip Number 3
Highlight any previous experience in customer service, especially in emotionally charged situations. Sharing specific examples of how you've positively impacted customers can set you apart from other candidates.
✨Tip Number 4
Show your enthusiasm for the hybrid working model by discussing how you manage your time and productivity when working from home. This will reassure them that you can thrive in both office and remote settings.
We think you need these skills to ace Customer Service Representative - Hitchin
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 well in a team and your commitment to providing outstanding service.
Showcase Your Communication Skills: Since this role involves significant telephone communication, emphasise your verbal communication skills. You might want to include examples of how you've effectively resolved customer issues or provided support in previous roles.
Highlight Your Adaptability: Given the hybrid working model, mention your ability to adapt to different working environments. Share any experiences where you successfully managed tasks both in an office setting and remotely.
How to prepare for a job interview at LV=
✨Show Your Compassion
As a Customer Service Representative, you'll be dealing with customers who may be going through tough times. Make sure to express your empathy and understanding during the interview. Share examples of how you've handled sensitive situations in the past.
✨Demonstrate Team Spirit
This role requires a strong team player. Highlight your experiences working collaboratively with others. Discuss how you’ve contributed to team success and supported colleagues in previous roles.
✨Communicate Clearly
Excellent communication skills are crucial for this position. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few scenarios where you successfully resolved customer issues through effective communication.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview to assess your problem-solving skills. Prepare by thinking about common customer service challenges and how you would handle them. This will showcase your initiative and ability to think on your feet.
