Customer Service Representative

About The Role

We are currently advertising for a 12‑month 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: full‑time office working until after an initial training period of 3‑6 months. You will spend 3 days a week at our Exeter office and the rest of the week working from home.

You’ll work 37.5 hours per week (Monday‑Friday 9am‑5pm). No weekend work. Overtime is available where there is a business requirement.

Salary is £26,227.50 per year. 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 who are friendly, kind, ambitious, passionate, empathetic, and caring. If you possess these qualities, we want you on our team. We thrive on diversity and learning from each other and are committed to equal opportunity.

Within your role as part of our busy Customer Response Team you will focus on maintaining contact with our customers, predominantly via telephone or email. You may encounter customers making claims on existing policies who are bereaved and in need of compassion, or it may be new policy creation with Independent Financial Advisors. Some calls may be difficult; we provide full support and training to help you manage challenging scenarios.

• Have experience of providing outstanding customer service, whether in retail, hospitality, or healthcare.
• Be a team player who enjoys working with others.
• Be compassionate and caring.
• Have great communication skills and a real talent for making customers feel special.
• Be a fantastic multi‑tasker.
• Use your initiative to solve problems and create solutions that delight our customers.
• Be good with words and numbers, and pay strong attention to detail.
• Be supportive, respectful, and courteous to all your new colleagues.
• Although it can be tough dealing with calls of this nature, it is thoroughly rewarding to make things a little easier for customers and their loved ones.

• Band A salary in the LV= structure.
• 26 days holiday (increases to 28 days after two years of service; adjusted for shorter contracts).
• Ability to buy or sell up to five days of holiday.
• Annual bonus scheme based on company and personal performance.
• Cycle to work scheme.
• Competitive pension with LV= doubling match up to 14%, subject to National Minimum Wage requirements.
• Up to a 20% discount on our life products for you and your immediate family.
• Free parking on-site, first‑come first‑served.
• Complimentary coffee lounge, free tea and coffee‑making facilities (including dairy and dairy‑free milk).
• Free book‑swap scheme.
• On‑site mental health first aiders and a free 24‑hour employee EAP helpline.

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 any protected status or characteristics.

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

Go on, bring your true self to LV=.