About Company
BGL Group is a leading digital financial services and insurance comparison group, operating some of the UK’s most loved brands including comparethemarket.com. Headquartered in Peterborough, we are driven by innovation, customer-centricity, and a commitment to making financial decisions simpler and more rewarding for millions. Our vibrant culture thrives on collaboration, continuous improvement, and empowering our people to achieve their full potential. We believe in providing an exceptional customer experience, fostering a supportive environment for our employees, and investing in technology that keeps us at the forefront of the industry. Join a company where your contributions are valued, and your career growth is a priority.
Job Description
Are you passionate about delivering outstanding customer experiences from the comfort of your own home? Do you possess a natural ability to empathize, problem-solve, and communicate effectively? BGL Group is seeking a dedicated and self-motivated Remote Customer Care Consultant to join our dynamic team, supporting customers across the UK from your home base in Peterborough, England. This is a fantastic opportunity to be an integral part of a trusted brand, helping customers navigate their insurance and financial product queries while enjoying the flexibility of remote work.
As a Remote Customer Care Consultant, you will be the first point of contact for our valued customers, providing exceptional service across various communication channels, including phone, email, and live chat. Your primary goal will be to resolve enquiries efficiently, accurately, and with a friendly, professional demeanour, ensuring every customer interaction is positive and leaves them feeling supported and satisfied. You will handle a diverse range of topics, from policy questions and claims support to technical assistance with our online platforms, requiring you to be adaptable and quick-thinking.
We are looking for individuals who thrive in a fast-paced environment, can manage multiple priorities, and are committed to maintaining high standards of service delivery even when working independently. You will receive comprehensive training to equip you with in-depth knowledge of our products, services, and systems, ensuring you have all the tools needed for success. This role is ideal for someone who is highly organised, resilient, and genuinely enjoys helping others. You will be part of a supportive virtual team, with regular check-ins, team meetings, and access to all the resources you need to succeed in a remote setting. If you’re ready to make a tangible difference in customers’ lives and build a rewarding career with a market-leading company, we encourage you to apply.
Key Responsibilities
- Manage inbound customer enquiries across multiple channels (phone, email, chat) in a professional and timely manner.
- Provide accurate and comprehensive information regarding products, services, policies, and account management.
- Troubleshoot and resolve customer issues, complaints, and technical queries effectively, escalating when necessary.
- Maintain detailed and accurate records of all customer interactions in our CRM system.
- Adhere to company policies, procedures, and regulatory guidelines at all times.
- Meet or exceed individual and team performance targets, including quality, efficiency, and customer satisfaction metrics.
- Actively participate in training sessions and team meetings to enhance product knowledge and service skills.
- Proactively identify opportunities to improve the customer experience and contribute to process enhancements.
- Maintain a professional and distraction-free home office environment conducive to remote work.
Required Skills
- Minimum 2 years of experience in a customer service or customer care role.
- Exceptional verbal and written communication skills.
- Strong active listening skills and a high degree of empathy.
- Proven problem-solving abilities and a proactive approach to issue resolution.
- Proficiency with computer systems, including CRM software and Microsoft Office Suite.
- Ability to work independently and manage time effectively in a remote environment.
- High level of integrity, reliability, and attention to detail.
- Demonstrated ability to handle challenging customer interactions with patience and professionalism.
Preferred Qualifications
- Previous experience working in a remote customer service role.
- Experience within the financial services or insurance industry.
- Familiarity with various communication platforms and virtual collaboration tools.
- NVQ Level 2 or equivalent qualification in Customer Service.
Perks & Benefits
- Competitive annual salary.
- Comprehensive benefits package including private medical insurance and a generous pension scheme.
- 25 days holiday (plus bank holidays), with the option to buy/sell extra days.
- Access to a comprehensive training and development program for continuous career growth.
- Flexible remote working options and support for setting up your home office.
- Exclusive employee discounts on BGL Group products and services.
- Access to a range of wellbeing programs and employee assistance initiatives.
- Opportunities for internal progression and career advancement within a large organisation.
- Vibrant and inclusive company culture, even in a remote setting.
How to Apply
Ready to make a difference with BGL Group? We encourage you to click on the application link below to submit your resume and cover letter. We look forward to reviewing your application!