Website Just Group plc
14.1.23 Customer Service, Operations & General Management
Job Title: Customer Service Representative
Location: Reigate – 40% office based
Hours: Full Time – 35hrs Per Week
We’re a specialist UK financial services group focusing on attractive segments of the UK retirement income market but guess what, we’re not your traditional financial services company and we’re not just looking for traditional financial services people.
We need agile operators, who can quickly find solutions and are committed to doing the right thing for our customers. To fulfil our purpose to help people achieve a better later life.
In 2021 we were named as one of the UK’s 100 Best Large Companies to work for and accredited as a 2 star organisation, representing outstanding levels of engagement. Alongside these we were also recognised as one of the Financial Services’ 30 Best Companies to Work For, London’s 75 Best Large Companies to Work For, South East’s 100 Best Companies to Work For and Northern Ireland’s 10 Best Companies to Work For.
We’re extremely proud to have achieved this against the backdrop of the pandemic and the many challenges it posed to our colleagues and customers.
A fantastic opportunity has arisen within our Customer Services Department to join us as a Customer Services Representative.
As a Customer Services Representative you will act as a first point of contact for our UK Retail and Life Time Mortgage customers and it will be your job to deliver a distinctly Just customer experience.
Our culture is extremely important to us, we always want the team to feel supported and listened to. Our team have built great relationships and trust with each other and there’s a really welcoming, supportive atmosphere in the Contact Centre. The customer is at the heart of what we do and this filters through to everyone who works at Just. We care about customers as much as we care about each other.
We have a supportive training approach and during the first 3 months your focus will be on developing product knowledge and coaching to deliver customer centric call handling. You will be supporting customers with a wide variety of customer enquiries across our product range and the role will provide you with an opportunity to gain a solid foundation in our business.
Through meeting stretching objectives you will have the opportunity to move through our In role progression pathway. The later levels of the pathway open up collaborative opportunities such as Inbox management, Training/Coaching colleagues, becoming an SME or Champion of vulnerability or data protection.
You will be positive and helpful, making doing business with us easy, efficient and pleasurable by championing the customer and the service we deliver.
We are seeking someone who is driven to provide excellent customer experiences and who maintains focus when faced with high volumes of work, ensuring quality is not compromised.
Training is provided and you will have a Team Manager who will ensure you have everything you need to complete your role successfully.
The majority of this role is taking inbound calls, but there are opportunities to be involved in different projects such as quote email monitoring, data protection champion, vulnerable customer champion and even social reps who organise events within the team and across Customer Services.
Shift Pattern – weekly rotational pattern
Monday – Friday
08:30 – 16:30
09:00 – 17:00
Answer queries from our customers across our product range
Make calls to third parties (e.g. ceding schemes, solicitors, intermediaries and GP surgeries) to ensure customers are in receipt of their income or mortgage funds within a reasonable time period
Produce quotes and/or re-quotes over the telephone
Perform relevant administrative tasks according to procedure, data entry standards and industry regulation
Liaise between departments to ensure all queries are dealt with efficiently and result in the best customer experience
Liaise with internal & external customers and third parties to ensure relationships are developed and maintained
Educated to GCSE level (or equivalent), including passes in English and Maths (at grade C or above)
Able to explain complex information in plain, simple English and adapt your language for different audiences when required
Passionate about delivering great customer service and `go the extra mile’ to ensure customer satisfaction
Experienced in using Microsoft Office (Outlook, Word, Excel)
Used to working in a fast-paced contact centre environment (either B2B or B2C) preferably within Financial Services (although FS Experience is not essential to the role)
Working for us, you get rewards…
A Competitive Salary, amazing Pension Scheme and Life Assurance
Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday
Private Medical Cover and Income Protection, just in case
A Bonus Scheme that takes a balanced approach and looks at both `in role performance’ but also `the behaviours and attitudes you exhibit at work’
FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
Plus we have a variety of Employee Funded Benefits available to you via our Online Benefits Portal
About Just Group plc
CEO: David Richardson
Revenue: Unknown / Non-Applicable
Size: 1001 to 5000 Employees
Type: Company – Public