Customer Services, Care

Customer Services – Customer Care (Ref:0825CCC)

We are recruiting for a Customer Service role within the Customer Care department. You will be responsible for overseeing all matters relating to Customer Care of the Internet Brands associated with Complaints, Trustpilot, social media & Telephone calls. You will ensure the business is fulfilling its obligations with regards to the regulatory requirements when dealing with and handling complaints. You will receive and respond to all formal complaints and data access requests relating to the Internet business. You will oversee all matters relating to telephone calls received through the cancellation line and internal diary requests. You will also respond to all social media comments from Twitter, Trustpilot Google reviews and the Blog.

Essential Criteria

• Minimum of 2 passes at GCSE at Grade ‘C’ or above, or equivalent / higher qualifications (including English Language and Math’s related subject).
• Excellent communication skills both written and verbal. 
• Experience and proven knowledge of Call Handling Systems.
• Able to demonstrate a high level of confidentiality.
• Minimum of 12 months’ experience in Customer Services, preferably in the insurance industry but not essential.
• Excellent and proven decision-making skills.
• Must be willing to pursue APA/ CIP insurance qualifications.

Desirable

• Excellent knowledge of Complaints handling, FCA and TCF rules & regulations.

Benefits

• 37.5 hour per week (Monday – Friday 9am to 5pm).
• Hybrid model - one week in the office and one week at home. Must have own facilities to work from home, strong internet connection and a private room to work from. You must live within travelling distance of the office.
• 30 days annual leave inclusive of 4 bank holidays.
• The successful candidate will be required to complete a four-week comprehensive training program, providing you with the skills and product knowledge that you need to be successful in this role.
• Employees receive discount on their insurance policies purchased through the Company.

Completed application forms should be submitted no later than 5pm on Tuesday 26th August 2025.

If you require an alternative method of application, please email recruitment@mclinsurance.co.uk. Please note that you must demonstrate on the application how you meet the criteria for the role as identified above. MCL Insurance Services (Ireland) reserve the right to enhance the above criteria in the event of an unprecedented response. MCL Insurance Services (Ireland) are an Equal Opportunities Employer.