About Company
LV= is a leading UK financial services provider, dedicated to helping people protect what matters most and plan for their future. With a rich history spanning over 175 years, we’ve built a reputation for trust, reliability, and excellent customer service. Headquartered in the vibrant South Coast, we pride ourselves on fostering an inclusive culture where every voice is heard, and every colleague can thrive. We’re a mutual company, meaning we’re owned by our members, not shareholders, which allows us to always put our customers at the heart of everything we do. Our commitment extends beyond financial products; we invest in our people, technology, and communities to ensure we deliver exceptional value and service. Joining LV= means becoming part of a forward-thinking organisation that values innovation, integrity, and a genuine desire to make a difference in people’s lives. We’re embracing modern ways of working, including remote roles, to ensure we attract the best talent from across the country, empowering our teams to deliver outstanding service from wherever they are.
Job Description
Are you a natural communicator with a passion for helping people and building lasting relationships? Do you thrive in a remote environment, where your dedication to service can truly shine? LV= is seeking a dynamic and empathetic Customer Relationship Consultant to join our remote service team, based in the Poole, England area. This isn’t just a customer service role; it’s an opportunity to be the trusted voice of LV=, providing vital support and expert guidance to our valued customers across the UK.
As a Customer Relationship Consultant, you will be at the forefront of our customer engagement, handling a diverse range of enquiries related to our financial products and services. Working from the comfort and efficiency of your home office, you will be responsible for delivering personalised, high-quality interactions that not only resolve immediate needs but also foster long-term customer loyalty. You’ll be empowered to understand each customer’s unique situation, offer tailored solutions, and provide clear, accurate information with a friendly and reassuring approach.
This remote role demands excellent self-management, strong communication skills, and a proactive attitude. You’ll use cutting-edge tools and technology to connect with customers via phone, email, and potentially chat, ensuring a seamless and positive experience every time. You’ll become an expert in LV=’s offerings, guiding customers through policy details, explaining complex concepts simply, and escalating intricate issues to specialist teams when necessary. Your ability to listen actively, empathise genuinely, and troubleshoot effectively will be key to your success.
At LV=, we believe in empowering our remote teams with comprehensive training, continuous professional development, and robust IT support, ensuring you have everything you need to excel. We foster a collaborative virtual environment, where team members support each other and share best practices, even when physically apart. If you’re looking for a rewarding career where you can make a tangible difference in people’s financial well-being, all while enjoying the flexibility of remote work, then this is the perfect opportunity for you. Join LV= and help us continue our legacy of exceptional customer care.
Key Responsibilities
- Manage inbound and outbound customer enquiries via phone, email, and digital channels, providing accurate and timely information.
- Build and maintain strong customer relationships by delivering exceptional service and personalised solutions.
- Act as a primary point of contact for customer queries, resolving issues efficiently and escalating complex cases when necessary.
- Educate customers on LV= products and services, ensuring they understand their options and benefits.
- Process customer requests, policy changes, and other administrative tasks with meticulous attention to detail.
- Maintain up-to-date knowledge of all LV= products, services, and company policies.
- Adhere strictly to all regulatory compliance standards and internal procedures.
- Contribute to team goals and objectives, participating in virtual meetings and training sessions.
- Utilise CRM systems and other company software effectively to document interactions and manage customer accounts.
- Proactively identify opportunities to improve customer experience and streamline processes.
Required Skills
- Proven experience in a customer service or relationship management role (minimum 2 years).
- Excellent verbal and written communication skills with a clear and empathetic approach.
- Strong problem-solving abilities and a proactive attitude.
- Proficiency in using CRM software and general office applications (e.g., Microsoft Office Suite).
- Ability to work independently and manage time effectively in a remote work setting.
- A dedicated, quiet home office space with a reliable internet connection.
- High level of integrity and ability to handle sensitive information confidentially.
- Strong organisational skills and attention to detail.
Preferred Qualifications
- Experience within the financial services or insurance industry.
- Familiarity with remote collaboration tools (e.g., Microsoft Teams, Zoom).
- Customer Service NVQ or equivalent qualification.
- Proven track record of exceeding customer satisfaction targets.
- Multilingual abilities (advantageous but not essential).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous pension scheme with employer contributions.
- Comprehensive health and well-being benefits, including private medical insurance.
- 25 days annual leave, plus bank holidays, with the option to buy/sell additional days.
- Extensive training and development programmes to support career progression.
- Access to a comprehensive remote work setup package (laptop, headset, etc.).
- Employee assistance program and mental health support.
- Exclusive discounts on LV= products and services.
- Virtual social events and team-building activities.
- A supportive and inclusive remote working culture.
How to Apply
If you are ready to take on this exciting remote opportunity and become a key part of the LV= team, please click on the application link below. Ensure your CV highlights your relevant customer service experience and your suitability for a remote role. We look forward to receiving your application!