Customer Service Consultant

We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 1,000,000 active insurance policies, we protect builders, bakers, landlords and more than 1,200 other trades. We’re a technology company as well as one that sells insurance. That means we build, we fail, we learn and we improve. Through our global social impact strategy, called 'The Big Dreams Project’, we're working to help 10,000 small businesses start or grow by 2030.

Why not check out our advert on You Tube:
Simply Business TV advert 2024: 'Simply the Best'.

Job Category Operations Position Type Permanent Target Openings 12

What Is the Opportunity? If you take genuine pride in helping people and love solving complex problems, you'll look forward to coming to work every day. As a Customer Service Consultant, you'll be on the front line supporting the UK's small business heroes, making sure their insurance policies and payments run seamlessly. Unlike typical contact centre roles driven by robotic scripts and rigid call quotas, this role is built around genuine ownership and human connection.

You won't just be processing transactions; you'll have the autonomy to listen, understand each business owner's unique circumstances, and deliver first-touch solutions that give them real peace of mind.

• Omnichannel Support:
  You will support customer queries across our email ticketing system (Support Zendesk), inbound calls, and live chat.
• Driving Resolution:
  You will handle payment, renewal, and sales queries, always aiming for first-touch resolution.
• Ensuring Retention:
  You will expertly navigate payment queries, including Premium Credit and Direct Debit defaults, collecting necessary details to ensure business retention before cancellation.
• Championing Quality:
  You will communicate professionally while strictly adhering to FCA Regulations and Data Protection standards.

• Peak
  
  Experience:
  
  You have a successful background in a contact centre environment and take genuine pride in the quality of your work.
• Agility & Tech Literacy:
  You have excellent computer skills and can dynamically switch between different tasks and communication channels.
• Complaint Resolution:
  You are customer-focused with the proven ability to handle and resolve complaints at the first point of contact.

We believe in rewarding your growth and success. We offer a clear, positive pathway to increase your basic salary based on your performance:
Starting Salary: £27,280.50 £ 28,411.50:
With a view to moving to this tier within your first 6 months, all being well. £31,648.50:
Opportunity to progress after 12 months at Tier 1, driven by high performance. £34,866.00:
Opportunity to progress after 12 months at Tier 2.

Start Date:

1st February.

Working Pattern:
This is a hybrid role where you will work eight days per month from our Northampton hub, subject to team needs. Home Setup:
We will provide all the equipment you need to work from home on the other days; you just need a broadband connection with a speed of 20

Mbps or more.

Hours:

Monday to Friday, 9am to 5:30pm. You will also work 1 in 3 Saturdays from 9am to 2pm, which will start after your first 3 months.

We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.

• We offer a great work‑life balance where workloads are manageable and everyone has the flexibility to work hybrid on top of the 25 days annual leave (plus bank holidays), we offer the option to buy five more days of holiday with your flexible…