The bank for a changing world

We are looking for

Customer Service Analyst

Apply REF: CSA-LY-0619

We are recruiting for a Customer Service Analyst to join us on a 12 month fixed term basis. We provide insurance policies for a number of different industries with a primary focus on Pet and Motor.


The core purpose of this role is the monitoring of calls and work within operational departments and the verification of telephone sales and quote calls. The aim of this role is to ensure adherence to regulatory requirements as well as the company’s own policies in relation to customer service.


The role requires a high level of attention to detail whilst being passionate about delivering excellent customer service. The role requires the individual to work well as part of a team and be able to provide coaching and give constructive feedback to staff.


Key Responsibilities:

  • Conduct monthly call audits for Claims, Sales, Customer Service and Complaints to review customer experience and call quality
  • Conduct work audits for Claims to check the decision, identify leakage and adherence to procedures
  • Complete work audits for Customer Services and Complaints using detailed and up to date knowledge of products and processes
  • Review work completed in the Admin department to ensure correct data entry relating to new claim set up
  • Conduct root cause analysis and identify process improvement opportunities
  • Respond to changing priorities and achieve tasks quickly and efficiently
  • Provide timely and constructive feedback on completed audits
  • Complete all data input and related reporting accurately, within agreed timescales
  • Undertaking the first level review of sanction screening hits to ensure that the business meets its obligations
  • Undertaking a review of Data Protection Subject Access Request files containing sensitive data before the pack is sent to the data subject to ensure that the business meet its obligations under the Data Protection Act
  • Ensure the ongoing due diligence to department risks and escalation to the Quality Assurance Manager if a risk occurs

Key Requirements

  • Excellent communication skills
  • Excellent attention to detail
  • Good organisational skills
  • The ability to work as part of a team as well as on own initiative
  • Must be enthusiastic and dedicated
  • PC literate
  • Previous call centre sales and/or customer service experience
  • Similar previous work experience would be an advantage
  • Understanding of insurance sales practices
  • Understanding of ICOBS

 About Us:


At Cardif Pinnacle we’re on a mission to keep pets happy, healthy and safe. We want to become the leading pet healthcare service provider by being holistic and using technology to keep our customer’s pets safe and healthy.


We pride ourselves on providing an inclusive working environment. Every team works collaboratively to ensure our goals our met and we all play as hard as we work. You are you, and we recognise your individuality, offering a wide range of support and tailored working environments to suit your personal needs.


With exciting projects on the horizon, there has not been a better time to join us.

So what are you waiting for?! Apply now!

Cardif Pinnacle is a subsidiary of BNP Paribas Cardif, a worldwide provider of insurance and savings products, and ultimately part of the global banking group, BNP Paribas SA.

Primary Location: GB-ENG-HertfordshireJob Type: Fixed TermJob: COMPLIANCE AND PERMANENT CONTROLEducation Level: Secondary EducationExperience Level: BeginnerSchedule: Full-time Behavioural competency: Attention to detail / rigorTransversal competency: Analytical Ability