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Date Added: Sat 19/06/2021

Customer Service Agent

Newcastle upon Tyne, UK
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Job Type: Permanent

Salary: £13897 - £14535 / annually

Position - Customer Service Agents - Permanent Homeworking - Annualised Hours Contracts only

Department: Working within the company's Nationwide Customer Service Network - Recruiting now for start date in early July 2021!  

In these very unusual times our client is adapting, as everybody is. They are excited to be recruiting (virtually) and expanding their Front Office team and great entirely home based workforce team - you may occasionally be required to travel to Head Office in Castle Donington for any ad hoc training required or team building events.

Unlike other Customer Service Networks, the company is not a sales focused environment and they are completely focused on the customer journey. They deal with customers that are experiencing a home emergency on behalf of well-known insurers. They operate 24/7 from Monday to Sunday, 365 days of the year.  The Customers emergency is the company's emergency.

It would be your role to ensure that this experience is a smooth, efficient and effortless as possible and to help support them during a difficult time but offering exceptional Customer Service

Note: internally these roles are called Customer Incident Managers

In these unusual times, the company's Customer Incident Managers have become even more important to their Customers. 

They're looking for more people to join them.  Confident people with a natural instinct to help.  People who give it their all, where no challenge is too big, no ask too great.  Naturals when it comes to making conversation and at their best when thinking on their feet.  As one of the company's Customer Incident Managers, your unflappable nature and personal approach will give the customers the confidence you'll get right to the root of their problem.  If you're great at building rapport and trust, showing empathy and resilience, and going out of your way for people, then you've probably already got what it takes to succeed here.

The Customer Incident Managers deal with people from all walks of life every single day and some of them maybe vulnerable so you'll need to be able to build rapport with customers quickly, speak clearly and listen intently whilst working out how to solve problems to keep the customers happy.

The first point of contact for the customers, this is a role for the cool, calm and collected.  All around the UK people depend on the company's services, so when things go wrong in their homes it can have a serious impact on their everyday lives.  This means you will face plenty of challenges, from frustrated and upset customers, so you will need lots of patience and genuine empathy, but you'll also be the one who puts a smile back on the customers' faces, again and again.

You will be required to carry out the day-to-day operational performance of any reasonable tasks required to assist in a delivery consistent service for all the company's Clients, including but not limited to; claims notification, claims deployment, return visits, invoicing and complaints.

Main Purpose of Role

  • To receive and answer Home Emergency Claims with urgency via telephone, Email or specific client portals. 
  • To deploy Suppliers from the company's network to each claim within the client specific Service Level Agreement (SLA)
  • To ensure that every caller receives excellent customer service whether this is a customer or a supplier.
  • To follow through every claim so that the customer only has to make one phone call into the company.
  • To handle and try to resolve any complaint at the first point of notification.
  • To be available at all times
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