Overview
Salary: £18,500 basic with 40%
Location: Twickenham
To provide exceptional service to customers in respect of their insurance requirements, through the means of a great conversation. To be an ambassador of the Company’s Mission, Vision, and Values. Through an approach that has the Customers, Partners and the good of the business at the heart of everything that you do. Also ensuring adherence with any quality standards, pricing principles that have been set.
The Role
- To record necessary customer data accurately on relevant systems. Ensure that we treat customers fairly in all our activities, adhering to regulatory requirements.
- To ensure that the customer is provided with all the relevant information about the policy.
- To inform the customer about methods of payment and charges at renewal or as part of the retention and/or cancellation process.
- To keep up to date with current schemes, products and processes to ensure quality of customer conversations and team performance.
- To keep up to date with current schemes, products and processes to ensure quality of customer conversations and team performance.
- To utilise feedback and coaching opportunities relating to call evaluation and job performance in a positive manner.
- To effectively communicate with colleagues, customers and partners in a professional and respectful manner at all times.
- Where necessary to present the underwriter/insurer with additional information to ensure the accurate provision of an insurance premium against the risk profile.
- Present ideas and raise concerns regarding your employment through the relevant channels.
- To escalate information to the management team when an issue / complication is identified and ensure any recognised risks are reported.
- Utilise the company’s internal complaints management system to record all relevant instances and outcomes of expressions of dissatisfaction received from the Customer.
- Develop and maintain a competent level of technical, product and system knowledge in line with your position and job role.
- To ensure agreed targets and objectives are met within the agreed time frames and to highlight any issues faced, providing recommendations for resolutions where appropriate.
- Contribute to the achievement of team and operational targets.
- As directed by the Management Team, listen to own calls and those of other Agents to self-validate progress against given parameters in relation to Customer calls.
- To prepare and implement action plans for both improvement and development using SMART objectives.
- To refer premium queries to either the Group underwriter or insurance company as appropriate
- To assist with banking and issuing cover on all automatic renewals within agreed timeframes as determined by the business.
The Person
- Ability to work on all 3 operating systems (Open GI/SSP/CDL) would be preferable
- Take ownership for continued self-development and improvement.
- Excellent mathematical and administrative skills
- Self motivated and resilient with the ability to operate independently where required.
- Excellent communication skills, both written and oral and the ability to liaise with colleagues and Insurers.
- Experience of working in a call centre environment with excellent customer care capabilities would be advantageous.
- Well organised, realistic and reliable.
- Team player with ability to flex requirements to meet the needs of the business.
- Shares information and knowledge with colleagues.
- Proven track record in the achievement of objectives, deliverables and meeting deadlines.