Call Centre Representative

Co-op Insurance

2d • Remote

About The Position

Call Centre Representative – Legal Services. This role involves making outbound calls to potential customers to offer support and assistance on legal and financial matters. The customer base will have recently been bereaved and facing a difficult time, so empathy and excellent customer service are crucial. No legal experience is required as full training will be provided, with clear progression opportunities available.

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, comfortable using multiple systems at once
• Emotional resilience and the ability to be professional even in difficult situations
• Understand the difference between sympathy and empathy
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed