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- Tasks: Support customers via calls, emails, and live chat while ensuring exceptional service.
- Company: Join PremFina, an award-winning FinTech transforming insurance accessibility and affordability.
- Benefits: Enjoy 25 days holiday, private health insurance, life insurance, and a discretionary annual bonus.
- Why this job: Be part of a dynamic team that values positive disruption and inclusivity in the finance sector.
- Qualifications: Must have over 12 months experience in a Contact Centre and excellent communication skills.
- Other info: Work remotely with the latest tech and enjoy social events with a talented team.
The predicted salary is between 28800 - 43200 £ per year.
Hours of work: Monday to Friday between 8:30am - 6:00pm
Discretionary annual bonus
25 days holiday per year
'All About Me' day
Private health insurance
Life insurance
Pension contribution
All the latest tech you need
Social events
About PremFina and the team
We’re an award-winning FinTech, revolutionising the way people pay for insurance. Together, we exist to help empower our partners and transform the insurance industry for the better by creating a world where insurance is more accessible and affordable for everyone. We’re a fast-growing team, united by our belief in positive disruption to help contribute to a more inclusive society. We’re not just about finance - we’re about making premium finance smarter, smoother and better integrated to deliver good outcomes and fair value for all our customers.
About you
Due to the high number of applicants for this role, you will need over 12 months’ experience working within a Contact Centre, otherwise your application will unfortunately be declined automatically. As a self-motivated, results-driven individual with excellent verbal and written communication, you’ll have a real passion for delivering the best experience you can, and always ensure that we collectively strive to do the right thing by our customers, our clients and regulators. Having worked within a customer services environment previously, you’ll thrive on the fact every day is different, be able to navigate yourself through often complex and challenging situations and have the tenacity to find solutions to every situation. What’s more, you’ll be the type of person who never settles for second best, strives to recommend new and more efficient ways of working, whilst also being seen by their peers as someone who models role-model behaviours and is a strong team player.
What does a typical day look like?
Whilst most roles say that every day is different, we can truly stand behind this, particularly as we’re not one of the big guys out there when it comes to contact centres. In fact, we pride ourselves that we are a small team of BIG talent, and therefore we truly rely on everyone across the team to pull together and deliver for our customers and clients and why every day is so different. Our client services teams currently handle all customer-facing contacts, whether that’s answering an email, a live-chat or phone call. It is important that every team member plays their part, which is why we measure performance and productivity at all levels, so above all, we continue to deliver exceptional levels of service to our customers!
Key Responsibilities
- Be there when our customers need us most; always being seen as the go-to person and by representing and upholding the values of PremFina at every opportunity. The contact centre operates a shift pattern to cover the opening hours between 8.30am and 6.00pm.
- Answer inbound calls fluently from customers and/or clients within agreed service levels and providing the highest level of service within agreed policy and procedure.
- Answer written communications that are received from online channels such as email, live chat and social media within agreed service levels, policy and procedure, with exceptional grammar.
- Update records within core IT systems such as Freshdesk, ensuring any input is both timely and accurate.
- Handle Level 1 customer complaints within company and regulatory procedures, ensuring customers are treated with respect, fairness, and integrity and within agreed timelines.
- Escalate any issues in a timely manner to your Team Manager, following through to completion whilst managing customer expectations.
- Educate customers on self-service solutions available, driving greater interaction through automated solutions rather than voice.
- Support the business by identifying and sharing any improvements that contribute to better processes or customer experiences.
- Ensure adherence to all company policy and procedures, including completion of mandatory compliance training within agreed timelines.
- Undertake any other activities in relation to the delivery of services of PremFina as required by the business.
Requirements
- Ability to work remotely (virtually) with the space and freedom to have confidential calls with customers.
- Access to a reliable/fast internet connection.
- Excellent verbal and written communication skills.
- Customer obsessed – thrives on helping and providing solutions to customers.
- Minimum of 12 months experience within a Contact Centre – across channels including voice, chat and online.
- Confident, self-motivated, and disciplined, with the drive to work autonomously.
- Computer literate, able to use tools such as Microsoft with the ability to multitask through a variety of tools designed to help you on the phone or non-voice channels with customers.
- Excellent team player with a positive, confident can-do attitude.
- Flexible approach to tasks and workload.
- Demonstrable experience working towards targets such as customer satisfaction, re-open rates, service levels etc.
- Knowledge or experience of working across a UK financial services account.
- Understanding of what premium finance is and how it works.
- Experience in systems such as Freshdesk or Zendesk.
If you’re interested in a role with us here at PremFina and you think this is the role for you, then please submit a copy of your CV to careers@premfina.com and we’ll be in touch.
Customer Support Specialist UK employer: PremFina
Contact Detail:
PremFina Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist UK
✨Tip Number 1
Familiarise yourself with the FinTech industry, especially in relation to insurance. Understanding how premium finance works and the challenges customers face can give you an edge during interviews.
✨Tip Number 2
Highlight your experience in a contact centre environment by preparing specific examples of how you've handled customer queries or complaints effectively. This will demonstrate your capability to thrive in a fast-paced setting.
✨Tip Number 3
Showcase your communication skills by practising responses to common customer service scenarios. Being articulate and confident in your responses can set you apart from other candidates.
✨Tip Number 4
Research PremFina's values and mission. Be ready to discuss how your personal values align with theirs, as cultural fit is crucial for a role in a small, dynamic team like theirs.
We think you need these skills to ace Customer Support Specialist UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer support, especially within a contact centre. Emphasise your communication skills and any specific achievements that demonstrate your ability to deliver exceptional service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the insurance industry. Mention your experience with tools like Freshdesk or Zendesk, and how you can contribute to PremFina's mission of making insurance more accessible.
Highlight Relevant Experience: In your application, clearly outline your 12 months of experience in a contact centre. Provide examples of how you've handled customer inquiries across different channels, such as voice, chat, and email, to demonstrate your versatility.
Showcase Problem-Solving Skills: Include specific examples in your application where you've successfully navigated complex customer situations. Highlight your tenacity in finding solutions and your commitment to improving processes for better customer experiences.
How to prepare for a job interview at PremFina
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in a contact centre. Be prepared to discuss specific situations where you successfully resolved customer issues, as this will demonstrate your ability to thrive in a fast-paced environment.
✨Demonstrate Communication Skills
Since excellent verbal and written communication is crucial for this role, practice articulating your thoughts clearly. You might want to prepare examples of how you've effectively communicated with customers in the past, whether through phone calls, emails, or live chats.
✨Emphasise Problem-Solving Abilities
Be ready to discuss how you approach complex situations and find solutions. Think of instances where you had to navigate challenging customer interactions and how you managed to turn them into positive outcomes.
✨Research PremFina and Its Values
Understanding the company's mission and values will help you align your answers with what they are looking for. Familiarise yourself with their approach to making insurance more accessible and affordable, and be prepared to discuss how you can contribute to that vision.