Reports to:
Senior Customer Service and Sales Executive
Location:
Customer Service and Sales Team Manager
Job Purpose:
As the Senior Customer Service and Sales Executive, you will be a key player in providing excellent sales and service experience to existing and potential customers through taking inbound calls. You will ensure conversion of new business, service of existing accounts and retention of renewals to achieve individual and team targets. You will work in accordance with company procedures and regulatory requirements. You will support the Customer Service and Sales Team Manager and other members of the team in achieving service level and sales targets.
Principal Accountabilities:
- Ensure all actions and behaviours consistently adhere to RIPE values, demonstrating professionalism, integrity, and a commitment to high standards at all times
- Offering excellent sales and service experiences to existing and potential customers via inbound calls
- Handling a range of inbound calls including new and potential customers, customer service enquiries and renewing existing customers
- Retaining customers who wish to cancel and following the correct procedures for cancellation using the tools provided to you
- Working with the team and management to ensure set targets are achieved and exceeded through monthly KPI’s
- Adapting to a variety of product brands using knowledge learnt and learning tools provided
- Keeping up to date with all changes to existing products along with new products that are introduced and made available to you
- Developing a full and complete understanding of all brands and the FCA requirements with all insurance products through training and development
- Supporting the Contact Centre Team Leader with ad hoc duties
- Providing support to the team by answering queries
- Provide training to members of the team as and when required
FCA Consumer Duty Responsibilities
Products and Services
- Ensure that all activities related to products and services support the provision of customer‑orientated products and services that are appropriately distributed to the identified target market.
Price and Value
- Provide information to the customer so that they understand the breakdown of charges and validity period.
- Ensure that all correspondence with customers provides clear details of the price.
- Ensure that all activities ultimately provide customers with the information they need, at the right time.
- Ensure information is presented in a way that customers can understand, allowing them to make informed decisions and pursue their financial objectives.
Consumer Support
- Ensure that all activities support the needs of the customers, enabling them to realise the benefits of products and services and act in their interests without undue hinderance.
- Keep accurate records of all contact with customers to ensure that promises can be kept and actions take to support the customer.
- Identify and react to vulnerabilities promptly.
Consumer Support
- Ensure that all activities support the needs of the customers, enabling them to realise the benefits of products and services and act in their interests without undue hinderance.
- Keep accurate records of all contact with customers to ensure that promises can be kept and actions take to support the customer.
- Identify and react to vulnerabilities promptly.
- Ensure that all activities, either directly or indirectly, ensure fair treatment of customers.
Experience Requirements:
- A proven track record in a customer‑facing role in a team, providing excellent customer service in a call centre environment
- Credible experience of driving sales in a regulated environment
- Demonstrated success in meeting targets and SLAs
- Outstanding customer service abilities including listening, questioning and rapport building
- Experience of effectively working within a team to achieve targets
- Experience in working with multiple brands
- Previous experience within the financial services sector
- Prior knowledge of insurance policies and their wordings
- Leadership or managerial experience
- Good working knowledge of Microsoft Office including Word, Excel and Outlook
- Experience working with an Amazon Connect and CRM Zendesk
Personal Attributes:
- Strong organisational skills with the ability to work methodically to meet deadlines
- Collaborative and willing to listen to others’ ideas, with a willingness to share knowledge and recommend and implement improvements
- A proven ability to work independently, proactively finding answers where required
- Excellent relationship building skills with the ability to establish rapport and build relationships at all levels
- Adaptability to change with a proven ability to thrive in dynamic environments
- Ability to lead and inspire others to succeed
Professional requirements:
Education:
- Minimum A-C GCSE in English and Maths
The Ripe Values
Roll our sleeves up We take ownership, tackle challenges head‑on and enable others to do the same.
Stay curious We ask questions and love to learn new skills. We find new ways to solve problems, and we back up our expertise with the latest knowledge.
Move fast, plan smart We take calculated risks, iterate quickly and adapt – always with a clear vision and customer focus.
Note: This job description serves as a general guideline in terms of the requirements and responsibilities of the job role and may be adjusted to meet the evolving needs of the company and regulatory requirements. The company reserves the right to modify the job description as required.
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