Customer Service Representative

About The Role

We are currently advertising for 2 x 9 months contract in our Protection Claims team.

At LV= Life and Pensions, we’re fully committed to ensuring that our customers trust us to protect their families, finances, and futures – that’s why we keep them at the heart of every decision we make. In fact, doing the right thing is what unites all 1,200 of our people, driving us forward as we shape tomorrow, together.

We are currently offering a hybrid working model. The position requires full‑time office working until after an initial training period of 3‑6 months, meaning you will spend about three days a week at our Exeter office while the rest of your week can be from home. You’ll work 37.5 hours per week (Monday to Friday between 9am‑5pm). No weekend work. Overtime is available where there is a business requirement.

Your presence will be required in the Exeter office after the training period.

Salary is £26.227.50. Your salary will also have the potential to increase as you progress through our career development framework when milestones are reached.

We’re looking for people of all walks of life to join our team. You should be friendly, kind, ambitious, passionate, empathetic and caring. If you possess these qualities, you’re exactly who we’re looking for. We thrive on the benefit of everyone’s differences and love to learn from each other – being totally committed to equal opportunities opens up massive benefits to both our organisation and our members.

Whoever you are, whatever you are, and‑in whatever way you identify—you're welcome here.

In your role as part of our busy Customer Response Teams, you will maintain contact with customers, predominantly via telephone or email, dealing with claims on existing policies and new policy creation conversations with Independent Financial Advisors. Some calls may be difficult; we’ll support you and train you thoroughly. You’ll provide care and support to people during challenging times and help make their experience positive.

• Have experience of providing outstanding customer service, whether that’s in retail, hospitality or healthcare.
• Be a team player who enjoys working with others.
• Be compassionate and caring.
• Have great communication skills and a talent for making customers feel special.
• Be a fantastic multi‑tasker.
• Use initiative to solve problems and create solutions that delight customers.
• Be good with words and numbers, and pay strong attention to detail.
• Be supportive, respectful and courteous to all your colleagues.

This role is a Band A in the LV= Structure.

We offer an attractive, competitive salary and benefits package, including:

• 26 days’ holiday (increases to 28 days after two years’ service, adjusted for shorter contracts).
• The opportunity to buy or sell up to five days’ holiday.
• An annual bonus scheme based on company and personal performance.
• Cycle to work scheme.
• A competitive pension, with LV= Life and Pensions doubling the amount you pay, up to 14% (subject to National Minimum Wage requirements).
• Up to 20% discount on our life products for you and your immediate family.
• Free parking available on‑site, first come, first served.
• A new coffee lounge for relaxing, socialising and enjoying drinks.
• Free tea and coffee‑making facilities, dairy and dairy‑free milk.
• Free book‑swap scheme to find your favourite reads.
• Access to on‑site Mental Health first aiders and a free, 24‑hour employee EAP helpline.

Please note all salary sacrifice benefits are subject to National Minimum Wage requirements; you cannot select benefits that reduce your base pay below the minimum wage threshold.

We’re proud of our inclusive culture at LV= and, as an equal‑opportunity employer, we continually work to remove unconscious bias from our recruitment process. We value our colleagues for what they bring to our team regardless of protected status or characteristics. Talk to us about flexible working as part of your application; if it’s right for you, our members and customers, and our business, we’ll do everything we can to make it happen.

Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship for your application to be considered.

Go on, bring your true self to LV=.