Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Southport


Location: Southport

Salary: £16,400

Closing Date: Tuesday 04 June 2019

Paymentshield is the leading provider of insurance products to mortgage advisers. Founded in 1992 and based beside the sea in sunny Southport, we have developed five flexible products: Home Insurance, Landlord’s Insurance, IncomeShield, MortgageProtector, Home Buyer’s Protection, all designed around the needs of the customer. We’re proud of the quality and breadth of insurers that our home insurance panel offers, meaning more choice for the customer.

In 2006 we became part of the Towergate Group, the UK’s largest independently owned insurance intermediary, generating £3 billion of pro forma gross written premiums across its companies and employing circa 4,400 people (including 280 strong Paymentshield team) across 100 UK offices.

Towergate is an important distribution channel for a significant range of insurance products and a key strategic partner for the UK’s largest insurers. Towergate’s scale, customer insight and distribution relationships make it a unique business and a leader in the markets in which it operates. Its combination of distribution and underwriting gives it unparalleled consumer data and market insight.

If you’d like to join us, we’d love to hear from you.

About the role

We are currently looking to recruit 1 full time Customer Service Representative to join our Contact Centre on a permanent basis. The successful candidate will work 35 hours on a shift pattern between the hours of 8am - 7pm Monday to Friday and 8am - 1pm on Saturday.

Your responsibilities will involve:

Contribute to maintaining an excellent and effective team through high standards of personal performance

Handle calls from both customers and brokers

Handle calls forwarded from other teams

To use the most effective form of communication to satisfy our customers’ needs

Referral of complex queries to team leader

Take a pro-active approach to customer retention through the use of excellent communication and questioning skills

Maintain a sound understanding of Paymentshield products and services

Commit to taking on new skills and utilise existing skills as required by the business

To work cooperatively within a team of peers ensuring that there is open and effective communication at all times

Ensure that you appear and also conduct yourself in a professional manner at all times with customers and all colleagues

Any other duties as required by the management team to ensure our customers receive excellent service

Awareness and adherence to published business processes

About you

You will be able demonstrate a set of skills that meet the requirements of our Customer Service Representatives, which include:

Personal Effectiveness

able to demonstrate positional trust to complete tasks checking their own quality and accuracy, returns calls, communicates openly and clearly and can record information in accordance with regulatory and company standards.

To be able to notice interpret and anticipate others concerns and feelings.

The ability to communicate effectively to internal and external clients

Performance Driven

demonstrating attention to detail, consistently working towards published service levels and targets.

Striving to ensure we’re always finding ways to work faster and smarter.

Able to demonstrate the ability to independently manage and complete tasks without intervention (other than seeking clarification or technical input) and to demonstrate self-motivation at all times


able to quickly identify and acknowledge issues, attempting to resolve them straightaway.

Customer/Service Focus

has the ability to explain to customers the options that may be available demonstrating patience and understanding when dealing with demanding customers.

Able to anticipate customer requirements by taking the initiative in "complex" communications.

To have a fantastic telephone manner.

Working With Others

Awareness of work loads and flexibility around approach to tasks. Being prepared to assist other team members where needed

Business Awareness

The ability to recognise where peaks and troughs in work are and respond quickly to these needs

What can you expect?

We promote great working environment and are based in state of the art building at Southport Business Park with many long term loyal members of staff.

All of our staff are entitled to a number of benefits. These include:

Company Pension

26 Days holiday

Cycle to Work Scheme

Death in Service benefit (x4 basic salary)

On-Site Restaurant

Childcare Voucher Scheme

Local discounts

Many more.

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