As a Member (Customer) Service Agent, you will be the first point of contact for our customers, handling a wide range of queries through telephone, email, written communication and in the future webchat too. You will play a key role in delivering a high-quality service, answering enquiries, resolving issues, processing documentation and providing general support to customers with their accounts and policies.
This role requires strong communication skills, attention to detail, and a proactive approach to problem-solving. You'll naturally enjoy speaking to customers on the telephone and helping them in any way you can. You'll also be responsible for accurately maintaining customer records, managing sensitive information, and ensuring that all customer interactions reflect our commitment to treating customers fairly and acting with integrity.
What You'll Be Doing
* Answer customer queries via telephone, email, web chat, and letters
* Acknowledging, investigating and resolving general enquiries and non-regulatory complaints
* Process payments securely over the phone (card and direct debit)
* Administer and process a variety of customer documents such as:
* Claims
* Trust deeds
* Powers of attorney
* Policy alterations and more
* Log regulatory complaints with the Complaints Team
* Maintain accurate customer records and ensure all correspondence is correctly stored
* Keep up to date with products, services, and internal systems
* Complete required online training and support ad hoc administrative tasks as needed
What We're Looking For
* Previous experience in a customer service or contact centre role
* Excellent communication skills – written and verbal
* Strong attention to detail and data accuracy
* Ability to work well under pressure in a fast-paced environment
* Comfortable using a variety of communication channels
* A team player with a positive, can-do attitude
* Confident using computer systems and managing multiple tasks
What We Offer
* A supportive and inclusive working environment
* Comprehensive training and development
* Opportunities for career progression
* Competitive salary, generous bonus scheme and benefits package
* Hybrid working
Our Values
* Caring – We put kindness and empathy first, advocating for all who need our support.
* Dedicated – We take pride in delivering a quality service built on trust and experience.
* Agile – We adapt quickly, embrace change, and challenge the status quo.
* Credible – We act with integrity, reliability, and inclusivity in everything we do.
Job Types: Full-time, Permanent
Pay: £24,000.00-£26,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Life insurance
* Private medical insurance
* Sick pay
* Work from home
Ability to commute/relocate:
* Bristol BS1 4NT: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Bristol BS1 4NT