JOB TITLE:  First Notification Customer Services Consultant

GRADE: B

LOCATION:  Halifax/Leeds

HOURS: Full Time, 35 hours- per week, with a requirement to work a rotational shift pattern across the operational hours (8am – 6pm Monday-Friday and 9am – 1pm on Saturdays)

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites in Halifax/Leeds.

About this Opportunity

Do you enjoy building relationships with customers and colleagues and are looking for genuine career opportunities? Then there's a role here for you! An exciting opportunity to join the General Insurance Customer Operations Team as a First Notification Customer Services Consultant.

Support General Insurance Customer Operations Claims customers at first notification when something has gone wrong in their home ranging from the loss of a mobile phone to a total-loss fire.

Empathy is the most important skill we’re looking for, as well as the ability to make good decisions and demonstrate the ability to hold robust conversations with customers providing a first-class service every time. It’s an incredibly fulfilling role with a chance to create a genuine impact on customers’ lives.

Achieving our purpose is key, so we can really support customers at their time of need as a customer’s house is not just bricks and mortar, it’s their home.

This is primarily a telephony role but as a digital insurance provider we do now receive a significant proportion of claims online. Progressing customer claims through to completion requires judgement and good decision-making skills.

About us

As a leading insurer, with a clear purpose of Helping Britain Prosper, we understand the importance of protecting customers’ homes and how crucial that is to our millions of customers.

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

What you’ll need

• Crucially, you’ll be a people person - working with your team to provide a crucial service to our customers.

• A phenomenal listener who can adapt your approach and style to the person on the other end of the line in a friendly and proactive way. We’re looking for someone who can easily chat (both verbally and online) to customers and build a good rapport.

• Empathy and a real desire to want to help customers in difficult situations.

• The emotional intelligence to put yourself in the customers' shoes, ask the probing questions needed to determine how we can best meet their needs.

• The passion and dedication to deliver on your promises and to go above and beyond for people to ensure their policy needs are met.

• Adhere to processes but also be able to think creatively on your feet when required and use your judgment to do the right thing.

• Strong attention to detail and really great communication skills to construct written correspondence when required as well as talking to customers over the phone.

• The capability to make good decisions when registering new claims for customers both via telephony and online channels, following first notification principles to route their claim whilst considering the needs of individual customers.

• Having potentially difficult conversations when claims aren't covered meaning the need for strong resilience and the ability to deal with setbacks.

• Demonstrate customer focussed complaints management in compliance with Lloyds Banking Group and Regulatory expectations.

• Identify fraud, misrepresentation and non-disclosure as appropriate at first notification and route to the appropriate expertise.

• Embrace Lloyds Banking Group's values and behaviours, building an inclusive environment that values diversity and treats colleagues and customers with dignity and respect.

• An understanding of how to keep our business safe through effective risk management policies, processes and procedures.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

Ready for a career where you can have a positive impact as you learn, grow and thrive?

Apply today and find out more.