Customer Specialist - Appcast Enterprise : Job Details

Introduction

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Overview

We are looking to recruit a Customer Specialist to join our team in Gloucester. You will be working in a call centre environment, responsible for delivering the best possible service and experience to our customers whilst meeting business and industry targets.

You will ideally have experience of dealing with customers and putting their needs first. You will need to have the customer at the heart of all that you do and the desire to achieve your goals. We want our customers to have the best possible experience when dealing with us, if you share this ideal, apply today.

This is a fully office-based role, Monday to Friday, 9AM to 5PM.

To meet business needs, you may be required to work a shifting pattern (any time worked over 35 hours will be taken as time in lieu).

How you'll make an impact

• Call handling - Determine requirements by working with customers’ needs
• Answer inquiries by clarifying desired information; researching, locating, and providing information
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions;
• Fulfil requests by clarifying desired information from customer
• Selling our Holiday and Home Parks product to Individual Holiday Home Owners
• Sells additional services by offering expertise/knowledge on products and services which enhance and grow customer loyalty where necessary
• Maintain systems by entering relevant / required information
• Keep equipment operational by following established procedures; reporting malfunctions
• Update job knowledge by participating in educational opportunities
• Enhances organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Comply with the AJG Professional Standards Manual in accordance with statutory requirements for role with specific attention, but not limited to Managing Client information, Whistle Blowing, Treating Customers Fairly

About You

Experience

• Call centre experience preferable
• Data entry processes
• Working to targets within a regulated, measurable framework and achieving Service Level Agreements
• Risk awareness whilst handling customer information
• Demonstrated rapport-building experience around customer care

Skills

• Excellent customer service focus and empathetic awareness
• Can identify potential risk/issues and seek advice
• Resilience when dealing with distressed customers
• Good communication and interpersonal skills
• Multi-tasking and planning
• Accuracy and attention to detail
• Personal commitment and enthusiasm
• Takes initiative when assisting team members
• MS office proficiency 

Qualifications

• Educated to GCSE standard or equivalent
• Call Centre / Customer Service / Sales  NVQ Level 2 desirable

Eligibility Requirement

• Eligible to work in the UK 

Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back-up family care
• And many more…

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term hea