Customer Service Advisor
Type of role: Full-Time / Remote or Hybrid
Work Hours: 35 hours per week
Work Pattern: Monday to Friday 09:00 to 17:00
Salary: £23,500
Are you seeking a phone-based customer service role in the insurance industry? We’re looking for friendly, motivated individuals to join our supportive team. After completing 12 weeks of onsite training in Salisbury, you’ll have the option to work from home on a full-time or hybrid basis. We value our employees and offer excellent benefits, including £500 a year to spend on your personal wellbeing and your birthday off paid! Become part of a team where your contributions are valued, and your growth and wellbeing are supported.
Role Summary
You’ll be helping customers who have bought pet insurance, answered their questions and solved any problems they have. This is a 100% customer contact role — you’ll be speaking to them on the phone, replying by email and chatting via live chat. You’ll handle both new and existing customers, deal with claims and ad-hoc queries and make sure every interaction leaves them with a positive experience.
About Tedaisy
As a leading Insurtech specialising in pet insurance, Tedaisy Insurance Group is dedicated to delivering quality products with exceptional digital customer experiences. We have a passion for pet well-being and are trusted by thousands of dog and cat owners throughout the UK. We’re ambitious, we’re passionate and we’re brave - always looking for ways to grow, improve and be the best we can be!
Responsibilities
* Provide outstanding customer service across multiple channels, including phone, live chat and email
* Build rapport with customers to foster long-term loyalty and satisfaction
* Communicate policy terms and conditions clearly and fairly to customers, ensuring informed decisions are made
* Respond promptly and professionally to all customer enquiries, providing accurate information about products and policies
* Proactively contact customers approaching policy renewal to discuss their options and reinforce the value of their cover
* Troubleshoot issues and guide customers through to resolutions, escalating complex matters when necessary
* Address customer concerns or objections with empathy and accuracy to encourage policy continuation
* Log all customer interactions accurately in the CRM system to ensure up-to-date records and compliance with GDPR
* Maintain up-to-date knowledge of company products, processes and policies to deliver effective support
* Achieve productivity and performance targets, including KPIs related to response time, resolution time and customer satisfaction
* Provide customer feedback to management to improve processes and customer satisfaction
* Adhere to all regulatory guidelines and internal policies, including those set by the Financial Conduct Authority (FCA)
Your Experience
* Proven experience in customer service (telephone and/or live chat) or sales environments
* Acts with integrity and puts the customer’s best interests at the heart of every interaction
* Good verbal and written communication skills, with strong attention to detail
* Strong problem-solving ability and critical thinking in real-time interactions
* Skilled in objection handling, negotiation and customer retention techniques
* A confident and professional manner when speaking customers
* Able to manage multiple tasks and use various software platforms at once
* Self-motivated, target driven and ambitious with a desire to succeed
* Balances business goals with empathy and fairness; ensuring customers feel heard, respected and supported
What We Offer
* 23 days holiday per year (increasing with length of service)
* Your birthday off (paid)
* 4 x salary life assurance
* Company pension
* Healthcare including 24/7 GP advise & mental health helpline
* Discounts at hundreds of brands you know and love
* Employee assistance programme
* Competitive salary + monthly bonus (based on target earnings)
* Discretionary lunch provided to assist with cost of living
Interested or want to know more? Apply today!