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Customer Service

Date Posted: Oct 17, 2021

Location: Brighton, GB Brighton, GB

Company: MetLife

Customer Service Advisor – Individual Protection

Job Location: Brighton, UK (offering agile working; minimum 3 days a week in the office, rest of the week wfh)


MetLife UK's Customer Service professionals are "best in class". Their level of empathy, understanding, diligence and effectiveness allows them to be a true succession department. Colleagues that have progressed internally have started their careers in either Individual Protection or Employee Benefits customer service. We will take your existing telephone-based customer service skills and develop you, professionally and personally. With our projected growth over the next few years now has never been a better time to join us.  


Role Value Proposition: 

Working within the Individual Protection Customer Service Team, supporting our Individual Protection business line, the role is responsible for delivering an exception customer service and first point of contact for our customers and advisers.

The customer service advisor’s focus is to promote and create a relationship between MetLife and our clients by actively supporting MetLife’s Insurance products and services in accordance with corporate guidelines. The role will include reinforcing the product features and creating an environment to maximize retention opportunities by understanding customer circumstances, discuss alternative solutions available so they retain their existing policies and more importantly the benefits provided. The role involves both inbound and outbound calls within a demanding environment.     


Key Responsibilities:  

  • Inbound and outbound queries for both Customer Service and dedicated Agent support line and follow through with any subsequent actions
  • Processing policy change of details.
  • Responding to customer and adviser emails
  • Triage of new claim requests for validity of claim and logging of any telephone declines.
  • Provide updates on any existing claims and handle all initial claims requests with professionalism and empathy

Essential Business Experience

  • Candidates will need to have a solid background in telephone based customer service, preferably coupled with experience gained within an insurance industry.
  • A strong customer focus and passion for ensuring the customer receives the right support and solutions
  • Ability to empathise and adapt personal style to diverse customer needs
  • Articulate, Excellent verbal and written communication and telephone skills
  • Attention to detail
  • A team player, with ability to use initiative
  • Enthusiastic and motivated


  • A solid background in customer service
  • Excellent telephone skills
  • Articulate, Excellent verbal and written communication skills


  • Experience gained within the financial services industry.
  • Strong knowledge of protection products and their usage in the market.

MetLife is proud to be an equal opportunity employer.  We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.  It is the policy of MetLife to ensure equal employment opportunity without discrimination on any basis protected by law.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 119676 

We welcome applications from candidates of all backgrounds, ethnicities, genders, religions and sexual orientations. 

We strive to find the best candidate for all positions and a diverse range of applicants ensures we widen our talent pool in order to achieve this. 

Those with disabilities and neurodiverse conditions, please do let us know about your reasonable adjustments to ensure that we can best meet your needs.

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