Customer Service Associate

Description and Requirements
Customer Service Representative - Individual Protection
Job Location: 3 days a week in the Brighton Office, 2 days from home (5 in total - Monday to Friday, 37.5hrs a week)
Salary details: Base of £24k - £26k (depending on experience) + 7.5% annual bonus (personal and company performance)
MetLife culture
(Click here to find out more about what we do)
We are building a purpose-driven and inclusive culture that energizes employees to make a difference. MetLife's diversity of people commitment ensures our employees are empowered, thriving, and feel like they belong. These efforts begin with our purpose - Always with you, building a more confident future. As a purpose-driven company, we are strengthening our resolve to help build a workforce and society that protects all people, values all voices, and creates economic growth and opportunity for all. We believe in possibilities, making progress together starting with our people.
Benefits
We are proud to reward our colleagues with benefits that make a difference to them and their community. Along with an excellent base salary and annual discretionary bonus (plus commission, if you are a sales professional), you will also get the following:

• Pension plan: MetLife contributes 9% core, with additional matching up to 4%. Your 4% contribution results in a 13% company contribution.
• Life assurance: 4x salary
• Annual leave: 25 days, with option to buy or sell up to 5 days
• Income protection: 60% of salary
• Private medical insurance
• Funeral Concierge service
• Access to wellbeing apps: Help@Hand and YuLife

Role Value Proposition:
Working within the Individual Customer Service Team, and supporting our Individual Protection business line, the Customer Service Representative will be responsible for delivering exceptional customer service and be the first point of contact for our customers and advisers. The Customer Service Representative will promote and create a relationship between MetLife and our clients by actively supporting MetLife's Insurance products and services in accordance with corporate guidelines.
The role of the Customer Service Representative will include reinforcing the product features and creating an environment to maximize retention opportunities by understanding customer circumstances, discussing alternative solutions available so they retain their existing policies, and more importantly the benefits provided.
The role involves both inbound and outbound calls within a professional, empathetic and customer focused environment.
Key Responsibilities:
Telephony

• Deliver outstanding customer service at all times
• Direct interaction with clients/advisors through both inbound and outbound telephony
• Inbound and outbound queries for both Customer Service and Claims support lines
• Provide comprehensive service, explain products & service benefits.
• Liaison with other internal departments on behalf of customers and advisors where appropriate
• Responsible for complying with caller Data Protection checks.
• Use knowledge of the products to enhance retention opportunities and offer alternative solutions
• Respond to customer objections and demonstrate excellent problem-solving skills
• Manage customer dissatisfaction and complaints
• Manage sensitive claims conversations with professionalism and empathy

Other

• Support in achieving key team Key Performance Indicators and service delivery excellence
• Maintain an up-to-date level of knowledge by being attentive to, and acting upon, information delivered in team meetings, training, and other briefings.
• Proactively identify and recommend process improvements within the team.
• Help maintain an enjoyable working environment by assisting colleagues and participating in team activities at all levels.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties as reasonably assigned by the supervisor/manager from time to time.

Essential Business Experience
Required:

• Candidates will need to have gained customer service experience

Essential Technical Skills:
Required:

• Fluent business-level English speaker who is articulate, with excellent verbal and written communication skills
• Ability to empathise and adapt personal style to diverse customer needs
• Attention to detail
• A team player, with the ability to use initiative
• Ability to work within strict deadlines
• Enthusiastic and motivated
• Numerate

MetLife will assist in the funding of Professional Fees for employees where it is relevant and aligned to your position within the organisation. MetLife reserve the right to make a judgement on whether the subscription is relevant or not to your role as well as cease the payment at any time. This type of subscription will not incur "benefit in kind" tax.
We strive to find the best candidate for all positions and a diverse range of applicants ensures we widen our talent pool in order to achieve this. Those with disabilities and neurodiverse conditions, please do let us know about your reasonable adjustments to ensure that we can best meet your needs. Please send an email to [email protected] Please note, that resumes and other inquiries unrelated to the need for a reasonable accommodation submitted here will not be acknowledged.
LI-WRAPJOB #LI-RP1 #MIM #AllTogetherPossible #MetLifeProud
Benefits We Offer
Our benefits are designed to care for your holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer health care coverage for you and your family, insurance discounts for home, car, and pet protection, as well as parental leave. We also provide premium gym membership for you and your direct relatives, volunteer time off, discounts with specific universities, flexible Fridays, connectivity reimbursement, and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid