Job Description

At Shrewsbury, our customer-first approach is the cornerstone of our organisational culture. We are dedicated to delivering exceptional service by placing our customers at the heart of everything we do. However, we recognise that to provide outstanding service, we must first take care of our most valuable asset—our people.

We are currently recruiting for a Customer Care Advisor to join our team in Shrewsbury. Please note this role is fully office based.

In this role, you will:

• Receive comprehensive training and ongoing support to excel in your position
• Enjoy a competitive benefits package.
• Engage with customers, providing solutions and building lasting relationships

If you have a passion for helping others and thrive in a customer-focused environment, we would love to hear from you.

Apply Now to become a part of a team that values both its customers and its employees.

Responsibilities:

• Handle customer requests, providing information and updating account records.
• Utilise the in-house technology platform to follow structured process.
• Communicate with customers via telephone call, electronic mail and postal mail.
• Every interaction to be courteous, helpful and polite.
• Take ownership of customer queries, resolving them promptly and accurately.
• Employ the highest ethical standards, focusing on good customer outcomes.
• Attain an excellent working knowledge of the products offered by the company and the regulatory space in which it operates.
• Advise current customers on other suitable products offered by the company.
• Attend regular review and training sessions.
• Customer Satisfaction Score
• Customer Retention Rate,  Ticket Response Time, Ticket Handling Time, Complaint Handling Time and Compliance Audit Success

Knowledge, Experience and Qualifications:

• Good level of verbal and written communication skills
• Proficient in using word processing/spreadsheet packages/in-house systems
• Understanding of the FCA, ICO regulatory regime and consumer duty principles
• Ability to plan and organize own workload
• Good level of both verbal and numerical reasoning, analytical, objective, solves problems by developing and applying solutions

Why Join Us?

We're all about helping you grow, with plenty of support to develop in your current role whilst also creating opportunities to explore new ones and advance your career.

We realise that we need to be a good fit for you above all else – so here’s what you can enjoy about AND-E:

Recognised as the Best Large Insurance Employer: We are proud to have been named the Best Large Insurance Employer for 2023 at the prestigious British Insurance Awards.

Unmatched Work-Life Balance.

Competitive Salaries and Benefits Package: We offer competitive salaries that recognise your skills and expertise.

Our community’s unwritten rule is to be as flexible as we can be. We understand life happens, and on occasion, we all need a bit of give and take in our day. We don’t want you missing your child’s school play, or the new fridge being delivered. We believe our colleagues should have choice, flexibility, and balance in their home and work life, and we are committed to fostering a diverse, equitable, and inclusive environment where everyone feels valued and supported, including embracing neurodiversity and ensuring all individuals have the tools and opportunities they need to thrive. Our colleagues should have choice, flexibility and balance in their home and work life.

We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle.  

We offer: 

• Up to 25 Days annual leave with the option to buy/sell up to 5 days holiday* 
• 5% Discretionary Annual Bonus* 
• Healix Private Medical Insurance Options* 
• 3 x Annual Salary Life Assurance* 
• A range of health, wellbeing, and financial support benefits, including money back on health expenses, Employee Assistance Programme, Flu Jab voucher, Virtual GP service, and driving lessons* for you and your family. 
• Additional perks such as a pension advisory service, family-friendly policies, season ticket loan*, cycle scheme*, and financial flexibility through Wagestream*. 

* Subject to company performance and completion of probation 

Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics)