Customer Support Specialist

We have a fantastic opportunity for a proactive, customer-focused individual to join us as a Customer Support Specialist within our established Advice & Direct department.
Within this exciting role, you’ll proactively contact potential clients and customers to provide a high-quality triage service. You’ll efficiently complete pre-qualification calls in line with LV= standards, identifying the most suitable service based on your conversation, and directing them as required to the service identified. You’ll book appointments where necessary, effectively manage your own workload and maintain contact with prospective customers (delivering timely updates and ensuring that recorded information is accurate and GDPR-compliant).
We offer a flexible hybrid working model, but office attendance will be required when there is a business need.

Key Responsibilities

• Engaging with new and existing customers via outbound calls / digital channels to discuss their needs, introduce LV= and provide accurate and clear project information, advice, and potential solutions.
• Transferring calls to the relevant advisors / departments where required.
• Booking appointments for advisors with potential, new and existing customers, meeting agreed KPIs.
• Agreeing the next steps for prospective customers, and providing an informed handover to the correct colleague/department by completing client pre-qualification calls.
• Maintaining and updating back-office systems, ensuring data and MI is correct.
• Accurately capturing relevant customer data to enable clear referrals to financial advisors, while always adhering to GDPR policies.
• Proactively contacting warm leads to identify which service or solution could be the best option for them.
• Taking inbound calls and responding to any emails.
• Consistently meeting call standards to deliver positive customer outcomes.
• Developing your knowledge of the financial services market, ensuring that the changing needs of members are met appropriately.
• Accurately analysing MI and using this to improve your individual performance.
• Working to achieve your own objectives and the delivery of the business plan, plus contributing ideas and initiatives to the business to increase profitability.

About You

Our ideal candidate will…

• Be an excellent communicator, with strong organisational skills.
• Manage your workload effectively, with the ability to balance conflicting priorities.
• Be resilient, with a real drive to succeed and develop within your role.
• Consistently demonstrate strong listening skills, with the ability to identify products that may be relevant to specific customer requirements.
• Be experienced in working within a fast-paced, sales-focused environment and have an understanding of KPIs.
• Showcase strong influential and negotiation skills, while always maintaining a high level of customer service and a focus on positive customer experience.
• Possess excellent numeracy and IT skills.
• Be self-motivated and accountable for achieving targets.
• Have an eye for accuracy and detail.
• Have obtained CF1 qualification or similar (desirable, but not essential).
• Always strive to do the right thing, focusing on the importance of the customer journey and representing the company in a positive and reliable manner.

Rewards & Benefits
This role is a Band B in the LV= salary structure.

Please note all salary sacrifice benefits are subject to National Minimum Wage requirements i.e. you are unable to select any benefits that would reduce your base pay below the minimum wage threshold.

• 26 days' holiday – increasing after two years of service to 28 days
• The opportunity to buy or sell up to five days of holiday
• An annual bonus scheme based on company and personal performance
• Flexible benefits, including a cycle to work scheme, personal accident insurance, critical illness cover, private medical insurance, and dental insurance
• Competitive pension scheme - LV= Life and Pensions will double-match the amount you pay, up to…