Customer Experience Representative assisting customers with inquiries on underwriting, billing, and policies. Managing inbound calls and providing personalized support for AssuranceAmerica clients.
About the role
- Customer Service Advisor delivering exceptional support for Amplifi Capital's services in a hybrid role based in Leeds. Resolving customer queries and championing customer service best practices.
Responsibilities
- Deliver outstanding customer support, ensuring every customer can access our services as smoothly, easily, and efficiently as possible.
- Take full ownership of each customer interaction, resolving queries with accuracy, care, and urgency to achieve the best possible outcomes.
- Provide timely, empathetic, and transparent follow‑up, building trust and strong relationships through exceptional service and clear communication.
- Onboard new customers, supporting them through ID verification and other compliance‑related processes to ensure a safe and seamless experience.
- Handle a wide range of customer queries via phone and email, developing strong knowledge of our savings, loans, and internal procedures so you can offer confident, informed assistance.
- Champion customer service best practices, ensuring consistency, quality, and continual improvement across all customer touchpoints.
- Contribute actively to the evolution of our customer service processes, identifying opportunities to enhance efficiency, customer outcomes, and overall experience.
Requirements
- Proven experience in a Customer Service or Support role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to use data for decision-making.
- Problem-solving and conflict resolution skills.
- Knowledge of customer service software and tools.
- Strong organizational and time management abilities.
- Ability to work effectively in a fast-paced, dynamic environment.
- Familiarity with relevant regulations and compliance requirements.
- Strong written and verbal communication skills - can explain complex information in a simple and easy to understand way.
Benefits
- 25 days annual leave
- Pension
- Cycle to Work Scheme
- Subsidised Gym Membership
- Private health insurance
- Hybrid Working (2 days from home)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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