Experienced Customer Service Representative – Back Office Operations and Life and Pension Queries Handling

Introduction to blithequark

At blithequark, we are dedicated to making a positive difference in the lives of millions by providing exceptional customer service and handling some of the most critical and challenging queries individuals may face. As a leading provider of outsourced administration services to the UK Life Assurance and Pensions market, we pride ourselves on being there for our customers during life's most significant moments. With a strong foundation established in 2005, we have grown to become the single largest provider in our field, serving well-known brands and over 23 million customers across the UK.

Job Overview

We are seeking an experienced and skilled Customer Service Representative to join our back office team in Lynch Wood, Peterborough. As a vital member of our team, you will be responsible for efficiently managing your workload and delivering outstanding customer service, handling a variety of queries related to Life and Pension. This is an excellent opportunity to join a supportive team environment where you will have the chance to progress internally and benefit from comprehensive training, accreditation, and career development opportunities.

Key Responsibilities

• Manage your workload efficiently, handling tasks that come in via the contact centre or postal mail, ensuring timely and effective resolution of customer queries.
• Handle a wide range of queries related to Life and Pension, including general inquiries and more complex cases, providing accurate and empathetic support to our customers.
• Prepare and send responses to customers, including drafting bespoke letters when necessary, ensuring clear and concise communication.
• Conduct outbound calling as required to address customer needs, providing proactive support and resolving issues promptly.
• Collaborate with team members and other departments to ensure seamless communication and workflow, contributing to a positive and productive team environment.

Benefits and Perks

At blithequark, we offer a comprehensive range of benefits and perks to support your well-being, career development, and financial security. These include:

• 31 days holiday, including bank holidays, to ensure you have ample time to relax and recharge.
• Eligibility for an annual discretionary bonus scheme, recognizing and rewarding your hard work and contributions.
• A contributory company pension scheme with matching contributions up to 6%, helping you plan for your future financial security.
• Comprehensive employee wellbeing and assistance support programmes, providing access to resources and support for your mental and physical health.
• A range of employee discounts, saving you money on groceries, holidays, electronics, and financial services.
• Personal and career development opportunities within blithequark, supporting your growth and progression.
• Cycle to Work Scheme and Interest-free Season Ticket, promoting a healthy work-life balance and reducing your commuting costs.
• Moments that Matter policies, including Carer’s Leave, Foster Leave, and Retirement Leave, recognizing and supporting significant life events.

Requirements and Qualifications

To be successful in this role, you will need:

• Previous experience in an office-based role, with a focus on customer service and correspondence, demonstrating your ability to provide exceptional support and communication.
• Strong written and verbal communication skills, capable of effectively addressing customer queries and providing clear, concise responses.
• Basic office skills and IT awareness, with the ability to navigate our systems and technology efficiently.
• Ability to work both independently and as part of a team, with good time management skills, ensuring you can prioritize tasks and meet deadlines.
• Attention to detail and punctuality are essential, as you will be handling sensitive customer information and working to tight deadlines.
• Comfortable communicating with individuals over the phone, providing empathetic and supportive interactions with our customers.

Skills and Competencies

To excel in this role, you will need to demonstrate:

• Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
• Strong problem-solving and analytical skills, with the ability to resolve complex customer queries and issues.
• Ability to work in a fast-paced environment, prioritizing tasks and managing your workload efficiently.
• Empathy and understanding, with a customer-centric approach, ensuring you provide exceptional support and service.
• Adaptability and flexibility, with a willingness to learn and develop new skills, embracing our innovative approach to customer service and technology.

Career Growth and Development

At blithequark, we are committed to supporting your career growth and development, providing opportunities for internal progression and professional development. You will have access to:

• On-the-Job Training: Benefit from personalized 1-on-1 training for a couple of weeks to ensure you're equipped with the necessary skills and knowledge to excel in your role.
• Accreditation Process: Following training, you'll embark on the accreditation process to further enhance your expertise and capabilities in customer service.
• Comprehensive training and development programs, supporting your ongoing growth and development.
• Opportunities for internal progression, with a clear career path and support for your professional development.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture, recognizing and celebrating diversity and promoting equal opportunities for all employees. You will be part of a supportive team environment, with a strong focus on collaboration, communication, and mutual respect.

Compensation and Perks

We offer a competitive salary of £23,400 per year, with a range of benefits and perks to support your well-being, career development, and financial security. Our hybrid remote working model provides flexibility and work-life balance, with core hours of Monday to Friday, 8:30 am to 5 pm.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity to join our team at blithequark. With our comprehensive training, accreditation, and career development opportunities, you will have the chance to grow and develop your skills, while making a positive difference in the lives of our customers. Apply now to take the first step in your journey with blithequark!