Customer Service Specialist

To provide clients with appropriate solutions to their insurance requirements by being skilled in Sales, Service and Retention skills across a number of products & brands.

This involves dealing with clients using whatever method they chose to engage with us with (Phone, Email, Webchat etc) to provide insurance quotes and client administration, through the selling and/or servicing of Home, Private Vehicle, Commercial Vehicle and Leisure insurance policies

WHAT YOU’LL DO

• Provide exceptional service to new and existing customers; focusing on resolving queries in an efficient, accurate and professional manner
• Contribute to the overall team sales target and/or objectives through the selling, and/or servicing of policies; this will include policy renewals
• Take maximum opportunity to enhance customer experience and exceed expectations, at all times acting in both the interests of both the customer and the insurer
• To be available to provide levels of cover for inbound & outbound enquiries at all times
• To assist where possible in the support of the team and department, e.g. providing administration support (processing post, cover note issues, marketing activities, data inputting etc.)
• Processing mid-term adjustments and inviting renewals across different products within the department
• To ensure all client documentation is issued correctly and internal records are kept up to date
• Keep up to date with developments in product changes in accordance with current market trends and scheme facilities
• To effectively resolve complaints and deal with any difficult clients, whilst referring any which fall under FCA reportable requirements
• Actively promote other products to cross sell across the company
• Keep the Line Managerup to date with all developments
• Regularly review personal objectives with line manager

CONDUCT RULES AND GENERAL

• You must act with integrity.
• You must act with due care, skill and diligence.
• You must be open and cooperative with the FCA, the PRA and other regulators.
• You must pay due regard to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.
• You must act to deliver good outcomes for retail customers.
• Ensure all policies and procedures are implemented and complied with, including financial regulations, data protection, health and safety and all regulatory requirements.
• To identify and manage risk within the scope of the post and be accountable for ensuring that appropriate actions are taken to make sure that controls are in place to manage the risk.
• Ensure a high level of customer service is provided to both internal and external customers.
• Ensure positive promotion and representation of the organisation at all times.
• Exhibit and live the values and uphold standards of behaviour.
• Undertake any other reasonable duties as requested.

HOW YOU’LL BE SUCCESSFUL

• Through achieving your objectives and personal development plans
• Through achieving your personal and team targets
• Achievement of objectives, Key Performance Indicators (KPIs) and targets
• Completion of mandatory training and CPD
• Feedback from customers, stakeholders and colleagues
• Demonstrating and evidencing our values and behaviours

WHAT YOU’LL NEED

Experience

• Use of Company IT systems
• An insurance or sales background would be useful, although full training will be provided

Skills, Knowledge and Aptitude

• Customer advocacy, meaning that you can ‘walk in a customer shoes’ in order to help resolve queries
• Customer Service skills ensuring delivery of a positive Customer Experience
• The ability to demonstrate and share best practice with other team members
• Persuasive / sales ability / negotiation skills
• The ability to empathise with a customer and pragmatism to help resolve any issues
• Clear, articulate and engaging
• Act with energy and enthusiasm with a ‘can do’ approach, able to overcome obstacles.
• Ability to demonstrate ‘Sales through Service’ techniques
• Ability to work in teams, playing an active role in supporting colleagues and the Team Manager
• Active listening and sound judgement

Qualifications and Training

• Maths & English GCSE’s or the ability to demonstrate competency in these areas
• Evidence of striving for continuous professional development of self

Other

• Subject to a satisfactory basic DBS

We are committed to promoting equality of opportunities for all staff and job applicants. We aim to create a working environment in which all individuals are able to make the best use of their skills, free from discrimination or harassment or victimisation on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

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