GHG Solutions Ltd | £27,000 – £32,000 | Full-time
About the Company
GHG Solutions Ltd is a respected UK loss adjusting company based in Southampton, Hampshire. With over 25 years of experience and private equity backing, we deliver high-quality domestic and commercial loss adjusting services, specialising in subsidence, property, liability, and high net worth claims.
Our teams are consistently rated “Excellent” in external client audits—reflecting our commitment to quality, innovation, and customer experience.
Overview
We’re seeking a passionate and organised Customer Service Agent to support the day-to-day customer service function and help shape a first-class experience for our clients and policyholders.
You will act as a central point for customer feedback and complaints, support the Customer Services Manager, and ensure smooth, efficient communication across stakeholders.
Responsibilities
- Deliver daily customer service functions under the Customer Services Manager’s guidance.
- Act as the first point of contact for customer feedback and complaints.
- Manage complaints in line with required standards, processes, and client-specific SLAs.
- Liaise with internal teams and divisional heads to drive resolutions.
- Maintain accurate centralised records of customer feedback and complaint activity.
- Support updates to complaint processes and ensure relevant teams are informed.
- Own and support the Vulnerable Customer Programme.
- Action the daily Follow Up inbox.
- Handle inbound telephone enquiries, ensuring a smooth policyholder journey.
Skills & Experience
- Strong customer service experience (insurance or Lloyds market experience desirable).
- Excellent understanding of customer service best practices, processes, and tools.
- Strong organisational skills with the ability to prioritise effectively.
- Excellent communication skills (written and verbal).
- Skilled in problem solving with a proactive, positive approach.
- High IT proficiency, including Microsoft Office.
- Ability to build rapport quickly and work independently when required.
- Commercial awareness and understanding of service agreements.
Offer
- £27,000 – £32,000 per year
- 37.5 hours per week (additional hours may be required)
- Discretionary company bonus
- 25 days annual leave + bank holidays (rising to 30 with service)
- Additional day off on your birthday
- 5% contributory pension
- Private medical insurance
- Life insurance
- Enhanced maternity, adoption, paternity & sick pay
- 24/7 GP access
- Long-service recognition
- Holiday purchase scheme
- Employee Assistance Programme (EAP)
- Career development & progression pathways
- Work from home
- Employee forum for ideas and workplace improvements
Application Process
- Submit your CV via the application link.
- Shortlisted candidates will be invited to an initial screening call.
- Final interview with the Customer Services Manager.
- Offer and onboarding.
Apply now
