German Speaking Customer Experience Consultant

Overview

The Multilingual German Customer Experience Consultant delivers an exceptional level of customer experience for SIIL/UIB customers in both German and English. The role operates in a highly regulated environment with emphasis on Treating Customers Fairly (TCF) and FCA regulations. The position is permanent (subject to probation) and requires passing a SWD check, a credit check, and any additional right to work in the UK checks.

Responsibilities

• Answer customer communications via telephone, email, fax, letters, and web forms in German and English.
• Establish rapport with customers, demonstrate empathy, address customers by name, and use effective questioning.
• Assimilate, relay, and provide information with attention to detail; respond to queries and complaints in English and German.
• Maintain a positive, courteous, and professional demeanor at all times.
• Follow FCA guidelines and the fundamentals of the call to ensure customers are treated fairly.
• Communicate and empathise with customers; stay focused and address core elements methodically.
• Complete additional duties as required and participate in ongoing training.

Qualifications

• Fluent in German and English (spoken and written).
• Previous customer care experience.
• Strong focus on customer service and regulatory compliance (TCF/FCA).
• Ability to stay focused, positive, and professional; willingness to help and assist customers.

Employment details

• Employment type: Full-time
• Seniority level: Entry level
• Location: Poole, England, United Kingdom (hybrid)
• Hours: 40 paid hours per week; shifts typically 8:30am–5:00pm or 8:00am–4:30pm, Monday to Friday. Hours may change and evenings/weekends may be required.
• Training and onboarding: Initial 2.5 weeks in classroom, with required accreditations; additional e-learning modules and ongoing training.

Goals and expectations

• Deliver exceptional customer service for all SIIL/UIB customers.
• Meet all SIIL targets on a monthly basis; achieve high customer feedback and survey scores.
• Maintain a quality score of 95% or above each month.

Company and campaign notes

Konecta is an international outsourced customer service provider with 50,000 staff across 112 sites. SIIL is Stonebridge International Insurance Limited, a financial services company within the Embignell group.

Note: The contract is for the Stonebridge International Insurance Limited (SIIL) campaign; working hours may extend beyond regular SIIL hours to accommodate business needs.

Why work with us?

• Fun and sociable team environment
• Discounts and benefits including pension, eye test vouchers, gym memberships, and other rewards
• Referral bonuses and recognition schemes