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Customer Service

Date Posted: Aug 14, 2019

Location: Brighton, BNH, GB, BN1 4FR

Company: MetLife

Customer Service Advisor – Individual Protection

Brighton, UK


MetLife offers a best in class Customer Service career to Customer Service Advisors. We are looking to develop Customer Service Advisors with minimal telephone based customer service achievements. Presented in an open plan, non call-centre environment you will enjoy working off script – Monday to Friday.


The Customer Service Advisor role:


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.


You will 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. This is accomplished by discussing 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, but is not a traditional call centre environment.  


Customer Service Advisor key responsibilities:


  • 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


Data Administration

  • Processing policy change of details.
  • Responding to customer and adviser emails
  • General policy administration
  • Prepare and Issue new claim forms



  • 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.




Background & Education:

  • It is essential that candidates have a solid background in telephone, office based customer service, ideally coupled with experience gained within an insurance industry (preferred).
    • If s strong knowledge of protection products and their usage in the market (preferred).
  • 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 skills
  • Excellent telephone 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 were 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 a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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 #: 111171