Call Centre Representative

Co-op Insurance

2d•Remote

About The Position

We’re looking for Call Centre Representatives to join our Co-op Legal Services team. In this role, you’ll make outbound calls to our partner’s customers to offer support and assistance on legal and financial matters. Our customer base will have recently been bereaved and facing a difficult time in their lives, so we’ll look to you to handle each call with empathy and provide excellent customer service. You don’t need any legal experience to get started as we’ll give you all the training you need, and we have clear progression opportunities within the team, providing a great opportunity to build your skills, and take the next step in your career. This role plays a vital part in helping our customers through one of the most difficult times in their lives. By offering clear guidance, you’ll be helping customers feel supported and informed, being there for them when they need us most.

Requirements

Experience within a telephony or a phone-based customer service role
Experience of working towards performance targets
Great communication skills, both written and over the phone
Good general IT skills, you’re comfortable using multiple systems at once
Emotional resilience and the ability to be professional even in difficult situations; you understand the difference between sympathy and empathy
The flexibility to adapt to change in a fast-paced environment

Responsibilities

Make outbound calls to potential customers (over 10 calls per hour)
Work towards performance targets relating to number of bookings and number of calls made
Accurately document customer details, updating records on our system
Explain and offer our services to clients in a clear and understandable way, handling each call with empathy and tailoring the conversation to the clients needs
Complete a variety of ad-hoc tasks to support the team
Send follow up information to clients following phone calls when required

Benefits

An annual bonus (based on personal and business performance)
28 days holiday (rising to 32 with service) plus bank holidays
A pension with up to 10% employer contributions
Access to a subsidised onsite gym (at our Manchester HQ)
30% discount on Co-op products and 10% off other brands
Stream – early access to a percentage of your pay as you earn it
Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
24/7 colleague support service
Training and support for your development and career progression
Cycle-to-work scheme