GHG Solutions Ltd is seeking a motivated Customer Service Agent to join our fully remote team. This role is ideal for individuals with excellent verbal and written communication skills, a passion for delivering outstanding customer service, and the ability to work independently in a dynamic environment.
The successful candidate will have a strong understanding of customer service best practices, processes, and technologies, and be capable of managing client relationships with a professional, enthusiastic “can-do” attitude. Good commercial awareness is essential to understand service agreements, deliverables, and client expectations effectively.
This position requires excellent organisational skills, strong time management, and the ability to prioritise tasks under pressure, ensuring a seamless and positive experience for clients.
Position: Remote Customer Service Agent
Job Type: Full Time
Salary: £27,000.00-£32,000.00 per year
Location: Remote
About the Role
Excellent opportunity for a Customer Services Agent to join a high quality Claims Management business, to develop and grow the Business Development Division.
GHG is a UK loss adjusting company with its Head Office in Southampton, Hampshire. We provide high quality solutions to claim situations. Trading for over 25 years and now private equity backed, we have earned a reputation for quality domestic and commercial loss adjusting with specialisms in subsidence, property, liability and high net worth claims.
The company takes pride in the quality, experience and passion of its staff. This is reflected in the reputation we have earned, with a loss adjusting product that has been developed and refined and has been consistently rated as “Excellent” in external client audits.
Description
Responsible for delivering the day-to-day customer service function across the Company under direction of the Customer Services Manager.
Work with Customer services team to be the first and central point for all customr feedback and complaints, responding in line with our individual clients needs and requirements.
Work with Customer Service Manager to champion a first-class customer experience throughout the Company and support the development of systems and process relating to the customer experience.
Answer incoming telephone queries and assist in making the policyholders journey as smooth as possible.
Responsibilities to include but not limited to:
- Action incoming customer feedback and complaints / feedback; adhering to minimum standards, procedures and timeframes at all times dictated by each client.
- Manage complaints in line with the process for assessing complaints, engaging with internal file owners and Divisional Heads, and leading on recommendations for resolutions that maximise customer satisfaction in line with direction from the Customer Services Manager.
- Ensure that all relevant parties are kept up to date and informed of complaint progress and outcome.
- Maintain central records of all customer complaint & feedback activity
- Help maintain a central record of complaint processes and ensure the relevant parties are updated as and when these change.
- Own and deliver Vulnerable Customer Programme under supervision of the Customer Service Manager.
- Oversee and Action daily Follow Up inbox.
- Answer incoming phone calls daily
Education, skills & experience
- Strong experience in a Customer Service role, preferably within the insurance industry and with Lloyds market experience
- Comprehensive knowledge of customer service best practice, process and technologies
- A passion for delivering first class customer service, with an enthusiastic ‘can-do’ approach
- Good commercial acumen with the ability to understand and service agreements and deliverables
- Superb organisational skills with good time management and ability to prioritise and cope under pressure
- Strong problem solving ability, thrive on finding solutions
- Excellent communication skills, with a strong verbal and written ability
- Excellent IT skills, confident working with systems and Microsoft Office
- Strong interpersonal skills, ability to build a rapport quickly
- Flexible and able to work on own initiative
What we offer you in return:
- Hours of work: 37.5 hours but additional hours may be required as detailed in the employment contract
- Discretionary company bonus
- 25 days annual leave plus bank holidays, rising to 27 days at 3 years service and 30 at 5 years service
- An additional day for your birthday
- 5 % Contributory Pension
- Private Health Care
- Death in Service
- Enhanced maternity, adoption, paternity and sick pay
- Access to GP 24/7
- Long Service recognition
- EAP
- Holiday purchase scheme
- Career development and progression opportunities
- We care about our employees’ opinions and have an employee forum to implement ideas and initiatives to make us a great place to work.
Application Process
To apply for this role, KINDLY VISIT HERE
Application Deadline
Open until filled