Reports to: Customer Care Manager
Salary: £23,000 per annum
Hours: 40 hours per week
Protect Line was founded in 2010 with one mission – to make life insurance simple and protect as many families as possible. We think we’re doing a pretty good job so far – we’ve protected over 170,000 families and we're only just getting started! Trusted by some of the UK’s leading providers we tailor protection policies to suit consumer needs on a non-advised basis.
In line with our ethos of doing things right, Compliance and maintaining a robust quality culture is critical to delivering the best experience for our customers.
Our Complaints specialist role plays a critical part in ensuring we deliver the very best customer experience, even when things have gone wrong. We understand that sometimes mistakes happen, what we are focussed on is ensuring that our responses put the customer first and we not only resolve the issue but also have a more engaged customer at the end of the journey.
This role requires a proactive, customer centric mind-set. It is essential to be able to see this touch point of the customer journey as one that is more than servicing an issue through to resolution, but also engages the customer in such a way that we not only retain them but also improve customer advocacy.
Working with our Quality Assurance team, this niche role requires a sales focused, proactive, individual who is passionate about working with our customers, and is committed to finding the right solution to build a long term relationship.
What do we need from you?
Desirable but not essential:
Whilst we would love to be able to respond to every application we receive, it isn’t always possible due to the high volume we receive each day. We are also experiencing a higher than normal volume meaning our usual response time of 3-5 days is not always met. If you have not heard from us within 7 working days, please assume that your application has not been successful. If your application is not successful, your details will not be retained unless you specifically request us to do so.