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Customer Service and Complaints

  • Location: Cardiff
  • Salary: £24,000 - £28,000 plus £200 monthly bonus per year
  • Job Type:Permanent

Posted 16 days ago

  • Sector: Front-Line Talent
  • Contact: Sally Brearley
  • Contact Email:
  • Contact Phone: 0161 883 2755
  • Expiry Date: 02 July 2024
  • Job Ref: 11796/SBR

Job Title: Customer Service and Complaints Handler

Location: Cardiff

Salary: £24,000 - £28,000 Depending On Experience (with an additional £200 monthly bonus based on quality and compliance)

Hours:  37.5 hours per week during the following times:

8.30am - 8pm Monday to Friday

9am - 5pm Saturday

10am - 5pm Sunday

9am - 5pm Bank Holidays

Shift patterns to be worked, with time off in lieu.


Key Responsibilities:

- To effectively handle inbound calls regarding  insurance and accurately record 

the outcome of each contact.

- To manage customer service enquiries in line with our customer service goals.

- To support the Sales Department in taking overflow sales calls if required.

- Learn and develop skills to progress through each area of the Customer Care Unit.

* Be a customer champion and feedback on processes, policies, products that can help the business improve - be inspiring, be innovative.

- Take an active part in team and operational meetings and contribute to the development and success of the Company.

- Act with integrity, due care, skill and diligence.

- Be open and honest with our regulatory body.

- Pay due regard to the interest of customers and treat them fairly.

- Maintain a professional and courteous manner towards your fellow team members, customers and clients.

- Work within our regulatory framework and adhere to our Quality Assurance Programme.

- Comply with the housekeeping rules contained within the Staff Handbook.

This list of duties is neither exclusive nor exhaustive and may be amended by Senior Management from time to time, nor is it in an order of importance.


Person Specification:

- Experience within a Call Centre environment in a similar role.

- Experience in dealing with Customer complaints both verbal and written is desirable.

- Use of Live Chat or a similar system is desirable.

- Excellent communication skills, both written and verbal.

- Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction.

- Professional telephone manner.

- Attention to detail with focus on achieving first time quality.

- Competent level in Excel, Word and Internet.

* Financial Services experience would be beneficial


You will need to provide valid right-to-work documentation such as a birth certificate or passport and pass a criminal record check to be considered for this job.


Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.