Senior Customer Service Representative Gloucester

Senior Customer Service Representative Gloucester Full time Permanent

Here at Thistle, we look after our customers by firstly looking after you. We want our people to enjoy coming to work, and to grow and improve each day.

We believe in treating our people well and showing them that they are what makes a company great. Thats why we provide a generous benefits package that includes :

• Career progression
• Staff incentives
• Generous holidays
• Refer a friend
• Regular social events
• Competitive pension

Location : Our office is based in the centre of Gloucester and is accessible by car or bus, Gloucester Train Station is just a 10-minute walk away .

As a Senior Account Handler, you will be responsible for achieving your individual New Business Sales and Retention targets as well as assisting the Team Leader in running the team in their absence and ensuring KPI's are hit.

You will also be dealing with escalated queries and advising the team on any queries they have.

• As a key role model within the team it is important that you set high standards and help shape the values, attitudes, and behaviours of the team.
• Deputises for the Team Leader in their absence
• Be an escalated point for customer queries and complaints, ensuring the Team Leader is kept updated.
• Demonstrates excellent customer service skills with the ability to take ownership in assisting, researching and resolving customer issues
• Help drive agent performance and customer service improvements utilising appropriate coaching and training techniques
• Identify trends in calls and recommend training topics to Team Leader.
• Making a positive impression with customers whilst offering them suitable insurance products that reflects their needs
• Ensuring that you are maximising every opportunity you have to sell our great products to our customers
• Liaising with customers via different communication channels, e.g. phone calls, live chat, e-mail
• Follow the rules and regulations as set out by the Financial Conduct Authority
• Demonstrate a willingness to learn and develop yourself to improve your performance and customer experience

Dont worry we help you with all of this! We will provide you with all the necessary training to give you the skills and knowledge you need to do your job so you can flourish and enjoy a long and great career at Thistle.

• Eagerness to learn and develop yourself
• Experience of working within a target driven, customer service environment.
• A passion for providing excellent service get it right the first time
• Motivated by targets
• Attention to detail
• Embrace and support our culture
• Preferred working towards Cert CII qualification.

Further information

As well as a competitive salary we offer the following benefits -

• Competitive holiday allowance with the annual option to buy additional days
• Death in Service benefit of x4 salary
• Company pension scheme
• Very generous maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• We also offer a wide range of discounts including a kids pass giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• An experienced Learning & Development department to offer study support to enhance your career with us with access to free online courses on top
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you.

Our employees success isnt measured on time spent in the office, so please talk to us about your flexible working needs.

We have many sites across the UK and have colleagues who work from home some of the time and work in one of our offices for part of the week.

We would love to hear from you if you want to hear more about opportunities in PIB.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

Thistle Insurance Services, established in 1938, has a wealth of experience and expertise in niche and specialist insurance sectors, developing and offering products for leisure and lifestyle, commercial, professional risks, and wholesale markets.

We create, distribute, and manage non-brokered niche products for these markets, delivering to consumers and SMEs under the 'Guard' brands.

Thistle Insurance is based in Gloucester. We also are part of PIB Group, which means that we can enjoy the strength and leverage that come with being part of a larger group for the benefit of our people as well as our customers.

Benefits