Customer Service Assistant

Customer Service Assistant – 12 Month Fixed Term Contract

Hybrid, London - City

Part-time (19 hours)

Salary: £25,500 per annum

The overarching purpose of the Chartered Insurance Institute (‘the Institute’) is to educate and support our members to deliver services to the highest professional standards and to advocate for the public good. By doing this the Institute builds and maintain public trust in the insurance, financial planning, and mortgage advice professions.

Our vision is that CII and PFS professionals build a world which delivers ever greater financial resilience for individuals and societies more broadly.

As a Customer Service Assistant, you will be at the forefront of delivering an exceptional customer experience. You will handle enquiries via voice, chat, and email, providing expert advice on our products, services, and membership options. Your ability to understand and address customer needs will be crucial in offering tailored solutions and converting customers to members, thereby supporting our membership growth.

In this role, you will build and maintain strong relationships with both members and customers, ensuring their satisfaction through courteous and effective communication. You will take ownership of your work, demonstrating a positive attitude towards various tasks. Your creativity and proactive approach will be valued as you identify and recommend new processes and ideas to enhance our service delivery.

Your excellent organisational and time management skills will help you thrive in our busy, dynamic environment. You will continuously develop your skills through our Knowledge First competency framework, contributing to your personal growth and the overall success of our team. By providing the highest quality of customer care, you will play a vital role in upholding our commitment to excellence.

• You enjoy speaking with clients and solving interesting challenges in a specialist field
• You want to make a genuine impact on the trust and relationships your clients have with the organisation.
• You pride yourself on your organisation skills and enjoy a fast-paced day.
• You have previous experience in a client facing role.

In addition to an market-benchmarked base salary, here are some of the benefits you can expect from CII as a valued colleague:

• 10% non-contributory pension
• 30 days annual leave + bank holidays (pro rata)
• Healthcare cash plan
• Life assurance
• Modern office space located in a building which is a part of Tower 42, 1st Floor, 30 Old Broad St, London and discounts

We understand that taking time to prepare for and to attend interviews is a big commitment and want the process to be as transparent as possible.

• A short, introductory phone call from our Talent Acquisition Advisor.
• A formal 1st Stage telephonic interview with the Contact Centre Training and Development Executives
• A formal 2nd Stage (Teams/In-person TBC) interview with leadership representatives of the Customer Services teams.

We will review applications on a rolling basis and the position will close once we have secured a shortlist.

We are an inclusive employer and welcome applications from all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know. We are committed to ensuring all candidates have equal access and opportunity, in line with the Equality Act 2010.