Customer Support Advisor - Service Excellence

Customer   Support   Advisor   –   Service Excellence

Salary : £25,506 per year plus   average   additional   earnings of   £ 2 , 400 per annum    
Contract:  Permanent, full time with a rotational shift pattern  
Location:  Remote – Working from home

Start:   Monday, 26th of October.

Domestic and General is the largest insurance company in the UK with an ambition to scale globally. We currently service over 9 million customers annually whilst being a proud partner to leading manufacturers and retail brands across the globe

For consecutive years we have been recognised as a “Great place to Work ”.

Do you thrive in a fast-paced environment and enjoy connecting with people? If   you're   motivated by a supportive but target-based environment,   you'll   fit right in as a   customer support   advisor.

How will you contribute?

In the role of a Customer Support Advisor within our Service Excellence team,   you’ll   play a key part in supporting customers who have concerns, complaints, or issues that need resolving. Each day,   you'll   handle inbound calls from customers looking for   assistance , guidance, and resolution.

Every interaction is an opportunity to make a difference.   You'll   build rapport, listen carefully to understand each customer's unique situation, and take ownership of their concerns. Using your problem-solving skills and empathy,   you'll   work towards achieving the right outcome for the customer while delivering an exceptional service experience.

You'll   thrive in a fast-paced environment where no two conversations are the same, balancing customer needs with policy and regulatory requirements to ensure fair and effective resolutions.

So, who are you?

- Empathetic and an active listener   – Understanding customer’s needs is crucial for recommending suitable products and building trust.

- Resilient and adaptable   –   No two customer situations are the same. You  remain  calm under pressure, confidently navigate challenging conversations, and adapt your approach to meet individual customer needs in a fast-paced environment .

- Curious and growth mindset   – A willingness to learn about new products, compliance updates and client perspectives, helps to ensure you consistently provide the right customer outcomes.

- Clear communicator   – Explaining products transparently and avoiding jargon or misleading language, is a regulatory must.

- Independent   - You are the right combination of ambitious and innovative, whilst able to work autonomously in a home-based position.

S hift pattern:

Your shift patterns will rotate between our core opening hours of 8am and 8pm (Monday-Sunday).

You’ll   work 37.5 hours per   week   and you will have two 15-minute breaks and a full hour for lunch, allowing you to recharge and   maintain   your focus.

We’ll   provide all the equipment you need, but you must have broadband access.

What's Next?

At D&G we give you all the tools that you would need to have a fulfilling career. Every system, every process and every Partner is brought to life through a series of eLearning, Facilitator led sessions, Role Reality sessions, Call Listening and Call Taking exercises during the training period. This allows you, to fully embrace and understand what is   required   to succeed at D&G and to provide our customers, with the best outcomes.

The Benefits of joining Domestic and General

- Starting salary of £25,506

- Average Bonus Earnings of £2,400 per annum, earned through a combination of   strong performance , excellent customer   service   and call quality.

- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.

- Remote working / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards .

Process

- Apply on workday

- 15-minute telephone conversation with one of our Talent Acquisition team

- Complete our online Virtual Assessment

- A Microsoft teams’ interview and call listening exercise

- Job Offer and employment screening checks

- IT Equipment delivery and set up call in readiness for day 1

We want everyone to have a fair and inclusive experience when applying for a role with us.

If you   require   adjustments or   additional   support during the application or interview process, please get in touch at   [email protected]   and our team will do our best to help.

Please note that we have a thorough referencing process, which includes criminal record checks.

This role is only available to applicants based in mainland UK.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.