Customer Services Administrator

Looking for an exciting and rewarding career?

Team Idol is looking for a Customer Services Administrator to join their team, based at our office in Penrith and reporting to the Customer Services Manager.

Theidol.com is an award winning, rapidly growing tech company based on the edge of the Lake District National Park in Cumbria. It’s the ideal setting to get out, enjoy a walk, be inspired, and conceive our next innovative product or solution. We’ve been leading online innovation since 1999 and specialise in creating cutting-edge web applications and solutions for customers and businesses of all sizes.

We are part of the Legal & General group and partner with household brands such as GoCompare and ComparetheMarket. We pride ourselves on innovation and early adoption of new technologies and working practices.

Apply Now

If you feel you have the skills and experience required to join the team at theidol.com, please send us your CV, contact details and a short statement about you and your suitability for the role.

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Overview

We are looking for an individual to join our Customer Services team. This role will involve processing protection products including life insurance, travel insurance, group life insurance, annuities, and pet insurance.

The benefits

Come work for us and take advantage of amazing benefits such as:

Annual bonus based on company performance.
Death in service life insurance benefit of 8x salary.
Access to our private medical plan (provided by Bupa).
Access to dental insurance (provided by Bupa Dental Insurance).
Generous pension scheme with up to 10% employer pension contribution.
Access to our Legal & General's share schemes.
A modern, custom built office with free parking.
On site gym and recreational activities including pool and table tennis.
Free tea, coffee, soft drinks and fresh fruit.
Exceptional events delivered by our social committee.

Responsibilities

Customer Service Administrators are accountable for effective, efficient and productive engagement with customers and Product Providers across all products under their remit. Protecting customer data and ensuring customers receive good outcomes are paramount to the role and our business to ensure that we always do what enables our customers to pursue their financial objectives. Specific duties include:

Answering all emails to the customer services mailbox.
Updating customers when notified of a change by our Product Providers within our service level standard.
Proactively engaging in outbound customer contact to follow-up on online activity.
Answering telephone enquiries understanding that all calls are recorded and monitored. You must have a 90% pass rate.
Opening and distributing post.
Considering, relevant to your role, the needs and objectives of all our customers, including vulnerable customers, to ensure that they receive good outcomes.

Person specification

Knowledge, experience, and qualifications

Previous experience in retail or office-based customer service is highly advantageous.
Ability to use MS Office products proficiently and learn new systems.
Good communication and computer skills.
An appreciation of a need to work within service standards.

Behaviours

Very engaging telephone manner, listening carefully and showing empathy when required.
Clear and concise spoken and written skills in English.
Managing own time effectively and working together with colleagues to ensure all work is covered and managed efficiently to meet out strict service standards.
Flexible and adaptable, capable of changing direction where required and showing flexibility to meet new demands and products.
Demonstrating self-driven learning (although training will be provided where needed).
Thrives on change and new challenges.

General

This is a full-time Monday to Friday role working an average of 37.5 hours per week.
The role is based in our offices in Penrith Business Park, Gilwilly Industrial Estate.
Salary from £22,500 depending on experience, 25 days holiday plus public holidays, plus performance rated bonus, enhanced pension, and generous private medical, family, sickness, and insurance benefits, and share schemes.
A full role profile can be downloaded - here

Over to You

If you have a genuine enthusiasm for working with customers within a technology-driven services environment, you may be just what we’re looking for!

Apply here...

Health & wellbeing

Work life balance

Strike the perfect balance to fit around you.

Onsite gym

Work up a sweat between meetings.

Communal bicycles

Ditch the car and take a trip into town.

Holidays

Generous holiday allowance.

Financial benefits

Annual bonus

Based on company performance.

Death in Service

We look after our employees with group life insurance.

Pension scheme

Up to 10% pension contribution.

Share scheme

Access to our Legal & General share scheme.

Tailored office environment

Social events

Exceptional events delivered by our social committee team.

Breakout rooms

Spacious meeting rooms and breakout areas.

Drinks and snacks

Complimentary hot and soft drinks and free fruit.

Free parking

No need to worry about parking charges!

Our values...

Never stand still

We helped pioneer online insurance comparison but that doesn’t define our legacy. We’ve grown and just as technology will never stand still, neither will we.

Learn. Develop. Grow.

We believe in the value of personal and professional growth no matter the entry level or experience. We’re proud to offer apprenticeships and qualifications through to bootcamps and short courses.

We’re people people.

We’re not robots (even though we think robots are pretty cool). We’re people who collaborate, challenge, design and engineer technical solutions, always with our customers in mind.

Work life balance

Adopting a flexible, healthy work life balance is an essential part of our culture. Our modern custom-built office in Penrith is the perfect working environment for our teams, with spacious social working areas, free hot/cold drinks and fresh fruit. Facilities include an on-site gym, showers and parking.