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Customer Service Advisor

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Date Posted: Jun 9, 2022

Location(s): Brighton, GB

Company: MetLife

Customer Service Advisor – Individual Protection

15 month Fixed Term contract (FTC)

Job Location: 3 days a week in the Brighton Office, 2 days from home (5 in total – Monday to Friday)

 

 

We are a company driven by a solid set of principles (see below) and purposes such as diversity, equity, and inclusion. Our working culture provides flexibility and naturally a ‘hybrid’ working model as standard. We are part of the Women in Finance Charter, an initiative set up by the UK’s HM Treasury. We want to benefit from the many positives that come by having a more diverse working culture throughout all levels of seniority and lines of business. Our workforce enjoys excellent benefits, including private healthcare, a brilliant pension, and a host of other benefits to ensure you and yours are kept safe and protected.

 

 

MetLife Success Principles

  • Build Tomorrow – We change and innovate for sustained performance
  • Win Together - We collaborate and empower each other to succeed
  • Own It - We deliver for our customers

 

 

Role Value Proposition: 

 

Working within the Individual 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,

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:

Telephony

  • Deliver outstanding customer service at all times
  • Direct interaction with clients/Agents through both inbound and outbound telephony, mail and email
  • Inbound and outbound queries for both Customer Service and dedicated Agent support line and follow through with any subsequent actions
  • Provide comprehensive service, explain products & service benefits.
  • Liaison with other internal departments on behalf of customers where appropriate
  • Responsible for complying with caller Data Protection checks.
  • Handle all initial claims requests with professionalism and empathy
  • Outbound and inbound call handling from customers wishing to cancel their policies
  • Use knowledge of the products to establish reasons for cancellation and offer alternative solutions
  • Respond to customer objections and demonstrate excellent problem solving skills

Other

  • Maintain an up-to-date level of project specific knowledge by being attentive to, and acting upon, information delivered in team meetings, training and other briefings.
  • Proactively identify and recommend process improvements within the call centre.
  • Help to maintain an enjoyable working environment by assisting colleagues and participating in the team at all levels.
  • In addition to the duties and responsibilities listed, the jobholder is required to perform other duties as reasonably assigned by the supervisor/manager from time to time.

 

 

Essential Business Experience

Required:

  • Candidates will need to have a solid background in customer service
  • Experience of using a strong customer focus, with passion for ensuring the customer receives the right support and solutions

 

Preferred:

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

 

 

Essential Technical Skills:

Required:

  • Ability to empathise and adapt personal style to diverse customer needs
  • Articulate, excellent verbal and written communication skills
  • Attention to detail
  • A team player, with ability to use initiative
  • Ability to work within strict deadlines
  • Enthusiastic and motivated
  • Numerate

 

 

MetLife will assist in the funding of Professional Fees for employees where it is relevant and aligned to your position within the organisation.  MetLife reserve the right to make a judgement on whether the subscription is relevant or not to your role as well as cease the payment at any time. This type of subscription will not incur “benefit in kind” tax. 

 

 

 

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.

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 #: 126473 

To view our MetLife Job Applicants Privacy Notice please click Privacy policy (metlife.co.uk)

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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