Customer Service Training & Quality Coordinator

Are you ready to grow your career in Insurance? Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs! In the post-pandemic world, travel insurance is more important than ever. We are committed to delivering an exceptional service for our customers and we want you to be part of that journey.   So, what’s the job? You’ll support the Learning & Development Manager in identifying and addressing training needs within Customer Service You’ll assist in designing and implementing training programs and conduct Quality Assurance reviews to measure call effectiveness You’ll conduct immediate product training sessions for new hires You’ll deliver and assess Customer Service training You’ll perform weekly quality reviews and provide feedback You’ll provide regular updates to stakeholders and align communication with the Brand Promise And what are we looking for? You’ll have 2+ years in insurance or intermediary roles You’ll possess excellent verbal and written communication skills You’ll have comprehensive knowledge and understanding of call centre practices and systems and policies and procedures within Customer Service You’ll have strong customer focus with a view to delivery fair outcomes for customers You’ll ideally be an Accredited Product Advisor (APA) or Certified Insurance Practitioner (CIP) You’ll be able to demonstrate effective problem-solving abilities to address training gaps and quality issues proactively So, why choose us? We value optimism, caring, togetherness, reliability and determination. We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey. Job flexibility . We understand the importance of making sure that work fits into your life, not the other way around.  Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home (after an initial training period).   Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business! Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme. Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are. We also offer some fantastic benefits including:   Travel insurance Health insurance Life Insurance Company subsidised pension 25 days annual leave Short term incentive plan Employee reward and recognition scheme Flexible working opportunities Competitive family and parental leave programme Employee Assistance Programme Fitness reimbursement scheme Volunteering leave Online learning and training opportunities Professional membership Work anniversary leave Apply today and let’s go great places together! #LI-Hybri