Customer Service Associate

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Date Posted: Sep 1, 2023

Location(s): Brighton, GB

Company: MetLife

Customer Service Advisor – Individual Protection

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

12 month Fixed Term Contract 


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


As a call centre professional, you’ll be joining a business that is expanding, cares about the community and the environment. As a call centre professional, you will get a 9% pension as standard, increasing to 13% company max contribution (plus your 4% = a 17% pension). As a call centre professional, you can also get up to 31 days holiday, hybrid working, life assurance - employee, income protection, private medical insurance, mortgage advice, gadget cover, life assurance - partner, critical illness, travel insurance and dental cover.


Role Value Proposition: 

Working within the Individual Customer Service Team, supporting our Individual Protection business line, the call centre 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.  


Essential Business Experience


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


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


Essential Technical Skills:


  • Ability to empathise and adapt personal style to diverse customer needs
  • Articulate, excellent verbal telephone manner and good 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. 




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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 #: 132920 

To view our MetLife Job Applicants Privacy Notice please click Privacy policy (


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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