Customer Service Specialist

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* This position required a BPSS clearance, meaning 3 complete years residency in the UK up to present date

**This is an on-site opportunity, based in Lytham St Annes

Your job in a nutshell:

We are a close-knit team of 30 Senior Customer Service Representatives, led by 2 Section Managers, all based in Lytham. As part of a broader Customer Service Operation that includes IT, Change, Risk, MI, Agency, Credit Management, and Claims, we are seeking a motivated Senior Customer Service Representative to join us. In this role, you'll handle calls, written queries, and claims (across Servicing, Claims, or Agency) related to policies, ensuring fair treatment of policyholders and financial advisers in line with Life Insurance standards. We're looking for driven individuals to help us achieve our business and departmental goals.

What will you be doing:

• Process customer and Independent Financial Advisor queries and claims via phone and written communication, within defined service standards and regulatory requirements.

• Plan and prioritize work to ensure deadlines, objectives, and SLAs are met.

• Resolve complaints online when possible and follow complaint handling and logging procedures.

• Contribute to continuous improvement by challenging and reviewing processes and procedures.

• Maintain thorough understanding of regulatory requirements, market developments, and compliance changes relevant to the role.

• Mitigate financial and regulatory risks through specified controls and procedures.

• Actively participate in audits and implement necessary actions based on findings.

• Identify and propose business and procedural improvements through root cause analysis.

• Develop and maintain relationships with internal and external partners, including regulatory bodies.

• Support other teams within Lytham Customer Services as needed, providing guidance to resolve issues using appropriate processes and tools.

Requirements:

Desired but not essential

• Knowledge/ experience of working in the individual protection insurance industry.

• Experience in working in a multi-skilled environment and team work.

• Knowledge of Business continuity and Risk.

• Effective time management and work planning.

• Able to analyse and make decisions.

• Excellent communication skills.

• Competence in MS Office Suite.

Rewards and benefits:

In addition to joining a phenomenal team, you can also expect a fantastic range of benefits.

These include:

• 25 days annual paid leave;

• Wellbeing programs & work-life balance - integration and passion sharing events;

• Private medical and dental care;

• Pension contributions up to 10%;

• Flex benefits program;

• Courses and certifications opportunities;

• Conferences and Expert Communities;

• Charity and eco initiatives.

As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs. If you would like to discuss this further, please contact us via our dedicated mailbox - UK-Recruitment-Support@atos.net

Recruiter Contact:

Please write directly to Viktoria Ivanova on LinkedIn https://www.linkedin.com/in/viktoria-ivanova-801298129/

If you require additional support with the recruitment process, please let us know during the application process.