Customer Service Advisor
Type of role: Full-Time
Work Hours: 35 hours per week
Work Pattern: Monday to Friday 09:00 to 17:00 / 11:00am to 19:00
Salary: £23,500
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.
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
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
Interested or want to know more? Apply today
Job Types: Full-time, Permanent
Pay: £23,000.00-£23,500.00 per year
Ability to commute/relocate:
* Salisbury SP2: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person