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Emma - Senior Customer Service Consultant

Emma - Senior Customer Service Consultant

  • What made you want to join Endsleigh?
  • Having lived in the Gloucestershire area most of my life, I know several people that have worked at Endsleigh over the years. The company has a good reputation locally for being a respected employer and a good place to work. Personally the attraction at first for me was the flexible hours available working in the Customer Services department. As my hours are fixed, working part-time three days a week fits in with my other "job" of being a full-time mum.
  • What makes you happiest in your job?
  • The team of people that I work with are so much fun! I also enjoy speaking with lots of different customers on a daily basis and especially enjoy helping customers that have complicated or challenging enquiries. As an experienced Insurance Consultant, I enjoy coaching and am also involved in a project to help new starters’ transition from the training course to the live environment smoother.
  • What makes someone successful at Endsleigh?
  • I think if you work hard and are proactive, it is recognised at Endsleigh. Leaders in my department are open and approachable and will listen to new ideas and also let you run with projects and see them through if they are feasible. There are also regular incentives, both company wide and departmental. I won the last quarter "Champagne Reception" incentive at the end of 2011 and was presented with a case of champagne by senior management at a special evening to recognise those who had won from each department. It's really good to feel appreciated for the job that you do. 
  • How have Endsleigh made you an expert?
  • When I started at Endsleigh I had no previous knowledge of the insurance industry. Through the intensive training course, on the job training and coaching over my three years as an Insurance Consultant, I feel confident with all aspects of my role. There are also regular colleague updates to keep up with the ever changing industry and we also have daily briefs and team meetings to keep up-to-date. Knowing there is always another expert to call upon, either in another department, the technical or administrative team is a great back-up and everyone is so approachable - it is never a problem if you have to ask for help.
  • How does your role make a difference at Endsleigh?
  • With online sales increasing, speaking to someone in Customer Service might be the only contact a customer has with us. Therefore the service they receive from me during the call is essential in presenting a professional and efficient service to our customers. It is also my job to help retain customers and let them know about any special offers, discounts or products they may be interested in. Above all, I am responsible for making sure that when the customer puts the phone down, they have had the best possible experience we can offer.
  • What would you tell a candidate to make them consider joining Endsleigh?
  • My department is a fun, fast moving and lively environment to work in, the free parking and restaurant on-site are also really handy (am ashamed to say in three years I have never used the gym!!). They also have a family fun day every summer and Christmas party for children.