Customer Services Adviser

Closing date
Reporting to
Branch Supervisor / Manager
All locations
Work hours
09:00 – 17:15 Monday to Friday

Job description

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.

 Skills Required:

  • 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.

 Expected Behaviors:

  • 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.

 Accountability / Responsibilities:

  • 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 behavior.
  • 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 Personal Lines Manager.
  • 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.

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Essential Criteria:

Preferred Criteria:

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