PURPOSE OF THE ROLE
To work within the Customer Services team responding to customer enquiries regarding new & existing policies in an appropriate manner.
To administer renewals within service standards.
To issue documentation within service standards.
To support the firm’s goals by demonstrating excellent customer service skills.
KNOWLEDGE & EXPERIENCE
Educated to GCSE standard including Maths and English.
Has undertaken (or is willing to undertake) relevant customer service and insurance training.
Good keyboard skills and knowledge of Microsoft Office, email and internet.
Excellent telephone manner, customer service skills and the ability to work under pressure.
Effective communication skills.
Ability to gather and analyse information from the customer.
Ability to identify and match the products available with customer requirements.
Ability to identify and respond appropriately to an individual customer’s level of understanding.
Ability to persuade and influence others.
Act in an honest and open manner at all times with both the customer and the firm in all matters.
Have a customer focused approach.
Ensure that business transactions are conducted in a way that is clear and straightforward.
Act with integrity by demonstrating fairness and impartiality.
Actively seek feedback from customers and report such feedback to the appropriate member of staff.
To take initial calls from customers regarding mid term adjustments and existing policy renewals, working within the guidelines provided at all times.
To process and resolve customer requests in a polite and efficient manner.
To comply at all times with the requirements of the firm’s own procedures, the Financial Services and Markets Act 2000 and FSA regulations.
To be aware of, and to follow at all times, the firm’s policy on Treating Customers Fairly.
To be aware of, and to follow at all times, the firm’s standards of ethical behaviour.
To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.
To maintain customer records accurately and securely, in accordance with firm’s own record keeping requirements and following data protection rules.
To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.
To promote the company through charity, community and any other brand awareness events.
Notify policy underwriters of any adjustments, calculate any premium changes and arrange remittance of premium refunds.
To support the departmental Key Performance Indicators and sales targets as directed by the Managing Director.
To undertake all other duties as reasonably required and directed.
SPECIFIC KEY TASKS & TARGETS
To be specified as appropriate, in advance for each Performance Review Period.