Customer Renewals Representative

Vxplore; Leicester; Hybrid; GBP 26,000; Full time

Job summary

A customer service company in Leicester is seeking a Customer Renewals Representative to support customers during policy renewals. The role requires excellent communication skills, a commitment to delivering exceptional customer experiences, and the ability to navigate in-house systems. The position offers a salary starting at £25,150, with progression opportunities, and includes benefits such as hybrid working and annual bonuses.

Benefits

Up to 5% annual discretionary bonus

Hybrid working (1 day in office)

On-site restaurant

25 days holiday

Pension match up to 10%

Life insurance

Discounts with well-known retailers

All necessary tech provided

Qualifications

• Strong active listening and communication skills.
• Ability to deliver exceptional customer experience.
• Self-motivated with a focus on personal development.

Responsibilities

• Serve as the first point of contact for customers during renewal.
• Listen to customer queries and provide suitable product recommendations.
• Handle inbound calls while navigating software systems.

Skills

Resilience

Persuasiveness

Customer Centricity

Problem-solving skills

Excellent communication skills

Tools

In-house software systems

Job description

Customer Renewals Representative

Do you have a passion for helping others and supporting the growth of our business? Are you confident in your communication skills, have excellent active listening and are able to speak to a varied customer base both verbally and in writing? Can you deliver an exceptional customer experience every time? If so, we'd love to hear from you! Join our Renewals team and be the first point of contact for our customers during their renewal with us.

Working Hours & Shift Patterns

You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 08:00 and 19:00.

Training

The core training lasts for the first 4 weeks and is delivered in person at the office. You will continue working onsite through week 10 to reinforce your learning and build confidence. After this period, you will need approval from a trainer or team leader before transitioning to hybrid working. Your training will consist of learning both our Customer Service journeys (telephony and digital) so you are fully equipped to support customers across all channels.

Hybrid Working

With hybrid working you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.

Salary

The starting salary is £25,150 plus benefits. Upon completing the training and coaching period which usually takes 12 weeks, the salary will automatically increase to £25,500. There will be opportunities for further salary progression to £27,500, which can be achieved in as little as 12 months with the right focus on personal development.

Location

Our vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.

Your Role

Joining a busy team within a customer focused environment, you will be the voice of the company and support customers who are coming to the end of their current policy and want to discuss their renewal with us. A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs. That means talking confidently with purpose about our products, giving accurate information first time and making sure customers understand everything about their policy, quotation and services.

What We're Looking For

• Have transferable skills such as resilience, persuasiveness and customer centricity
• Experience in delivering quality customer outcomes
• Self‑motivated individuals that take pride in what they do and who can demonstrate politeness and problem‑solving skills
• Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening)
• Computer skills: you will take inbound calls whilst navigating our in‑house software systems

What We Offer

Join us and you'll find a different way of doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers, company and community.

As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. That includes initial in‑house training on our products and systems, as well as taking live calls alongside an experienced colleague, and regular, on‑going training tailored to your individual needs. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business, with opportunities for secondments, or to become a coach.

Benefits You’ll Receive

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment
• On‑site restaurant offering a wide range of choice at breakfast and lunchtime, and an on‑site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 × base salary)
• Discounted products with the company
• Discounts & cashback with well‑known retailers
• Tech scheme, cycle to work, health assessments and skin check on completion of probation
• Refer a friend scheme – earn £500 for every friend you refer
• All necessary tech provided, including a brand‑new Microsoft Surface laptop

Equal Opportunities

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. What this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead is an opportunity for all candidates to complete first‑stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case‑by‑case basis. If you require any reasonable adjustments to be made throughout the assessment process, you should contact the recruitment team prior to starting any assessments, so that adjustments can be considered. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.