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Role: Renewals & Customer Service Representative

Location: Leeds

Job type: Full-time, permanent

Salary: 25k - 60 per annum OTE

About the Role:

Using your experience of dealing with clients on all levels, you will contact, fact find, advise on and ultimately sell financial protection products, such as Life Insurance, Critical Illness and Income Protection.

The position is predominantly telephone based and leads will be provided on a daily basis. You will also have the freedom to source your own leads through referrals and other company-backed schemes.

Training will be provided in-house and from external sources. Individual development is absolutely key to us at AssureLife.

Who are we

Assurelife are directly authorised by the FCA to provide advice on a range of financial protection products such as life assurance, critical illness and income protection.

We are based in the centre of Leeds and offer a busy and professional environment for you to thrive in. We have been operating since 2013 and have built an extremely solid foundation to build on in that time. It would be a great time to join us.

What we're looking for:

• Experience of working within a sales role
• Insurance industry experience and product knowledge
• Be extremely self-motivated
• Good communication and literacy skills
• Be presentable with excellent customer service skills
• Be IT literate

Reward, Recognition and Culture:

• Company pension
• Flexible working hours, which can be designed to meet your own circumstances (eg family etc)
• No mandatory weekends or Bank Holidays
• Administrative support - leaving you free to speak to your clients and maximise your earnings
• Full training

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Candidates with experience or relevant job titles of; Renewals Specialist, Renewals Representative, Contract Renewals Specialist, Subscription Renewals Coordinator, Customer Renewals Manager, Renewal Account Manager, Client Renewals Executive, Customer Success & Renewals Specialist, Customer Support Representative, Customer Service Representative, Client Services Specialist, Customer Success Specialist, Customer Experience Associate, Customer Care Agent, Client Retention Specialist, Subscription Specialist, Account Renewal Coordinator, Customer Support Agent, Customer Success Coordinator, Service Renewal Representative may also be considered for this role.

• Responding promptly and professionally to customer inquiries via various communication channels.
• Troubleshooting and resolving customer complaints and issues effectively.
• Processing orders, forms, applications, and requests.
• Providing accurate information about products, services, and policies.
• Maintaining detailed and accurate customer records in the CRM system.
• Identifying opportunities to upsell or cross-sell relevant products and services.
• Collaborating with other departments to ensure customer issues are resolved efficiently.
• Adhering to all company policies and procedures, and maintaining data privacy standards.
• Continuously seeking ways to improve the customer experience.

• Handle a high volume of inbound customer inquiries via phone, email, and chat.
• Provide accurate information about products, services, and company policies.
• Troubleshoot customer issues and provide effective solutions.
• Process customer requests, orders, and returns accurately.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to senior team members or other departments when required.
• Maintain a high level of customer satisfaction through professional and courteous service.
• Identify opportunities to upsell or cross-sell relevant products or services (if applicable).
• Adhere to all company policies and procedures.

• Proven experience in a customer service or call centre environment.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in using computers and CRM software.
• Excellent time management and organizational skills.
• Ability to work effectively in a hybrid work model, balancing office and remote duties.
• A positive attitude and a genuine desire to help customers.

We are working with a fantastic company in south leeds who are looking for a customer service administrator to join them on an ongoing, hopefully temp to perm basis. Working in a small, yet busy team, the customer service administrator will support thewider team with all customer orders and manage all issues and enquiries. This fully office based role, will be Monday-Friday 8.30-5 and will start immediately.

A varied role, day to day tasks will involve;

• To provide a high quality, customer focused support
• Manage and process all customer orders
• Action all customer issues and enquiries
• To assess the priority of work
• To provide administrative support

This is a varied and challenging role, where you will be supported by a wider team and great management. The successful candidate will be;

• Available immediately
• Be able to commit to an ongoing role- min of 3 months
• Have excellent communication skills
• Strong administration skills
• Excellent MS Office skills

This is a fantastic opportunity to join a busy and supportive team. If you hold the above skills and experiences and can commit to this ongoing role, please send your CV for review.

Are you enthusiastic about delivering exceptional customer service? Do you excel at staying composed while communicating and solving problems to ensure customers feel supported? If so, join us as a Customer Service Advisor and enjoy all the rewards of working for one of the world's leading banks.

As well as a salary starting from 24,000 for a 35-hour week you can expect two fixed pay increments of 750 each in your first year (the first after your 6 months' probation, then at the end of your first year on completion of a competency assessment). We also offer free parking, on-site gym, 'lunch on us' scheme, and subsided on-site nursery - not to mention an impressive range of company benefits including 25 days' paid holiday (+ bank holidays), employee discounts and pension/healthcare schemes . We also provide hybrid working which gives you the best of both worlds.

You don't have to bring us banking or even customer service experience, but there are essential skills that we look for:

• Active listening : listen carefully, retain key details, and accurately understand our customers' concerns.
• Effective communication: clearly communicate information, ask the right questions, and ensure customers understand solutions.
• Customer-centric mindset : always aim to deliver a quality service for our customers so they have a positive experience to ensure longer lasting relationships.
• Empathy and support : understand the customer's perspective and tailor your approach accordingly to support.
• Resilience : remain calm when dealing with customer questions, competing priorities and a demanding workload.
• Accountability : resolve customer queries in-line with policy and guideline.
• Following Process : follow procedures or making appropriate escalations where necessary.
• Digital Fluency : have confidence and a good capability with technology.

We can teach you everything else you need to know via our comprehensive training programme. This will be across 15 weeks to get you up-to-speed with your role, our systems, and products, and supported in our Academy where you'll be taking your first live customer calls with the support of a peer coach. Our Training and Academy hours are Monday to Friday 9am-5pm and training and academy support will be 100% face-to-face in the office. Where possible we ask that you do not take any holidays during this time as this will be limited during this period and can be discussed further at interview. You must also be able to commit to the role for a minimum of 12 months.

Applications are open to UK Residents over the age of 18 currently with a valid right to work in the UK, we are unable to offer sponsorship for this role. This is a full-time position that requires you to work 35 hours per week. Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application.

Our application process consists of:

1. Online Contact Centre Skills Assessment
2. A telephone-based Recruiter Interview
3. Final face-to-face interview with the business and an online Values Based Assessment

Our Contact Centre is open between 6am to 11pm Monday to Sunday. We have a variety of working patterns created to suit you, including compressed shifts with up to 3 days off each week! For example: Monday to Friday 8am to 6pm one week, and then Monday, Wednesday, Thursday, and Sunday 8am-6pm the next. This shift offers an alternating pattern each week allowing you more freedom and flexibility on your days off. If successful in your application, an appropriate available shift pattern will be discussed with the team.

We operate a hybrid working environment, which means you will work at our office in Leeds some of your time and then remotely from home. To be able to work from home, you will need to ensure you have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you'll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.