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Customer Services Agent

Our client are an award-winning broker who have over 40 years experience in personal lines insurance.

They specialise in non-standard cover offering car and van insurance.

A growing insurance business and excellent customer insight, and experience needs to be at the heart of everything they do.

Customers today have high expectations; their experience of using Complete Cover Group should not be second rate.

They aim to meet customer needs by giving consistent information, advice, and support at their convenience.

The Role – Customer Services Agent

This role requires exceptional customer service skills via varying communication methods including inbound and outbound telephony.

The primary goal is to maximise customer retention wherever possible through deploying various skills and knowledge.

To provide appropriate customer advice, work with internal stakeholders to ensure that every policy is brought to a sale completion by minimising defaults, reducing debt and upholding the highest level of accuracy and service.

Principal Accountabilities


  • Deliver outstanding customer service at all times through various forms of communication such as inbound telephony, outbound telephony and in email.
  • To maintain an excellent customer journey, utilising effective telephony skills, reducing call and hold times, processing efficiency and accuracy and effective management of follow up actions.
  • Act in a courteous, disciplined and professional manner at all times when dealing with customers, colleagues and insurance companies.
  • Understand customer requirements and deliver a suitable outcome that best meets the customer’s needs.
  • Adhere to all telephony call scripts at all times.
  • Contribute to the reduction of cancelled policies by deploying customer retention skills and/or obtaining payment for defaulted premiums.
  • Have excellent attention to detail, ensuring errors are prevented at all times.
  • Escalate emerging issues to Team Leaders where appropriate.
  • Engage and embrace continuous improvement activities within the business and highlighting opportunities to make improvements to what we do.
  • Comply with all internal and external regulatory and audit requirements including, but not limited to, GDPR, complaints handling and FCA regulations.

Undertake other duties as and when required to support the demands and needs of the business.

This may include the need to assist other departments.

Qualifications, Skills and Experience


  • Excellent communication skills, both written and oral and the ability to liaise with colleagues.
  • Self-motivated and resilient with the ability to operate independently where required.
  • Well organised, realistic and reliable.
  • Team player with ability to flex requirements to meet the needs of the business.
  • Shares information and knowledge with colleagues.
  • Ability to focus and work towards minimum standards and targets set by the Company.
  • Experience in a Contact Centre environment is essential.
  • Experience of working in a financial environment with excellent customer care capabilities would be advantageous.
  • Open GI and CDL experience would be advantageous
  • Able to work under pressure
  • Has experience of dealing with high call volumes

This role will include shift work between 8.30am - 7pm Monday to Friday, 9am – 4.

pm Saturday (weekend working on rotation 1 in 4).

Please you must be able to start a 4 week induction (from home training materials provided) on March 29th and have no pre-booked holiday planned in April or May.

Upon completion of your training this is an office-based role (Covid compliant) role during probation.

Home working may be considered at a later date.

How to apply
Please apply here and our client will be in direct contac with you. 



  • Start: ASAP
  • Duration: Permanent
  • Rate: £18.5k per year
  • Location: Cwmbran
  • Type: Permanent
  • Industry: Customer_services
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Email: to view click here
  • Reference: CCG03
  • Posted: 2021-03-02 14:40:20 -

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