Customer Service Representative

The Petcover Group is a growing pet insurance business with offices across the UK, EU, Australia and New Zealand.

We are looking for a Customer Service Representative to join our UK business. This role is ideal for looking to start a career in customer service.

You will support the operations team with a wide range of customer service, sales and administration activities across our product lines.

Responsibilities and Activities

• Answer and resolve customer queries, taking ownership of this process from start till resolution
• Conduct general policy administration on behalf of customers and the team
• Pro-actively follow up insurance enquiries to convert to an insurance policy
• Ensure high levels of customer satisfaction
• Produce compliant, high-quality documentation and maintain up-to-date and accurate customer records
• Develop a comprehensive knowledge and understanding of the company’s products
• Identify trends and areas for improvement and present potential solutions for these issues to management
• Work closely with colleagues to share knowledge and expertise, support newer employees with queries when needed
• Ensure compliance with both company and regulatory policies
• Undertake regular learning and development in line with company and FCA requirements

Required Skills

• Strong customer service orientation
• Excellent written and verbal communication skills, able to communicate with a wide range of internal stakeholders as well as our customer/client base
• Ability to identify sales leads

Reports to: Customer Service Team Leader

Benefits and Opportunities

• Life insurance
• Company discount
• Bupa Cash Plan to support dental, eye and medical expenses
• 25 days annual leave, increasing with tenure
• 5% pension match and salary sacrifice available
• Enhanced paid sick leave

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