Torentify
Customer Service Representative (Hybrid)
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About the Company
LV= Life and Pensions is looking for compassionate and customer-focused Customer Service Representatives to join its Protection Claims team. This role offers the opportunity to make a meaningful difference by supporting customers during important life events while working in a collaborative, inclusive, and supportive environment with excellent training and career development opportunities.
About the Role
The Customer Service Representative serves as a key point of contact for customers, providing professional support throughout the protection claims process and assisting with policy-related inquiries. The role involves handling sensitive customer interactions with empathy, maintaining accurate records, and delivering exceptional service through phone and email communication. Location: Exeter, United Kingdom (Hybrid)
Key Responsibilities
Customer Support & Claims Assistance
- Respond to customer inquiries via telephone and email with professionalism and empathy.
- Support customers throughout the protection claims process.
- Assist with policy-related inquiries and provide clear information on available services.
- Deliver compassionate service to customers during sensitive and challenging situations.
Customer Relationship Management
- Build positive relationships with customers by delivering exceptional service.
- Communicate effectively with customers, independent financial advisors, and internal teams.
- Resolve customer concerns efficiently while maintaining a high standard of professionalism.
- Ensure every customer interaction reflects the organization's commitment to outstanding service.
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Administrative & Operational Support
- Maintain accurate customer records and documentation.
- Process customer information and update systems accurately.
- Manage multiple tasks while maintaining strong attention to detail.
- Follow internal procedures, compliance requirements, and service standards.
Team Collaboration
- Work closely with colleagues in a collaborative team environment.
- Participate in ongoing training, coaching, and professional development.
- Contribute to continuous improvement initiatives and service excellence.
- Support colleagues while maintaining a positive and inclusive workplace culture.
Qualifications
Required
- Previous experience delivering excellent customer service in retail, hospitality, healthcare, financial services, or a similar customer-facing environment.
- Strong verbal and written communication skills.
- Compassionate, empathetic, and customer-focused approach.
- Excellent multitasking, organizational, and problem-solving abilities.
- Strong attention to detail and accuracy.
- Ability to work effectively both independently and within a team.
- Confidence using computer systems and digital communication tools.
Preferred
- Experience in financial services, insurance, or claims administration.
- Experience handling sensitive or emotionally challenging customer conversations.
- Knowledge of customer relationship management systems.
- Strong relationship-building and active listening skills.
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Benefits
- Competitive salary with career progression opportunities.
- Hybrid working model following the initial training period.
- Monday to Friday work schedule with no weekend shifts.
- Annual performance bonus.
- Generous annual leave with the option to buy or sell additional days.
- Competitive pension contribution with employer matching.
- Employee discounts on life insurance products.
- Cycle to Work scheme.
- Employee Assistance Program (EAP).
- Mental health support resources.
- On-site parking, coffee lounge, and complimentary refreshments.
- Comprehensive training, mentoring, and ongoing career development.
Ideal Candidate
This opportunity is ideal for individuals who:
- Are passionate about helping people during important moments in their lives.
- Communicate with empathy, professionalism, and confidence.
- Thrive in collaborative, customer-focused environments.
- Can manage multiple responsibilities while maintaining accuracy.
- Want to build a rewarding long-term career in customer service and financial services.
Equal Opportunity Employer
LV= is committed to creating an inclusive workplace where everyone is valued and respected. The company provides equal employment opportunities to all qualified applicants regardless of race, religion, gender, age, disability, sexual orientation, or any other protected characteristic under applicable law.
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