Customer Service Advisor

Ensuring that we look after our customers throughout the duration of their policy is critical to the success of our business. After all, an insurance policy only lasts for 12 months and at the end of this time we want all our customers to remain a customer of ours and renew their policy with us. In order to do this we have a Customer Service Department that is split into a number of different areas. This ensures that all customers receive a first class service at all times.
 
 
Role Description
To Process incoming emails from customers, other departments and third parties
To amend a customer’s policy (e.g. change the vehicle we insure, change their address) via email or the telephone
To Process cases and ensuring that all documentation is issued in accordance with Service Level Agreements
To work with a customer in ways that will resolve any concerns or issues that they may have
To deal with and resolve any expression of dissatisfaction made by a customer
To provide the highest levels of customer service in a competent manner
Working within a small team you will work to achieve targets for;
The number of emails you process
The number of errors that you make
Maintaining your knowledge and completing work in accordance with Company policies and procedures
Advertise additional products to customers such as  Legal Assistance, Breakdown Cover and many others, designed to enhance a customer’s policy to give them a better level of cover.

Key Requirements
The ability to communicate clearly and concisely both written,verbally, face to face and using the telephone
Some experience of using computers and programmes such as Outlook, Word and Excel
Being able to keep calm and demonstrate that you are actively seeking to resolve a customer’s issue, concern or problem
We also offer every new employee full insurance training, providing you demonstrate some core qualities during the Interview Process.
What we’ll be looking for in you
Enthusiastic and be able to demonstrate this within a capable manner
Focused on delivery and ensuring that all questions are answered competently and all problems are resolved
Able to resolve a customer’s query and offer suitable solutions
Polite and be able to demonstrate empathy towards a customer’s situation when needed
Self motivated and possess the ability to work towards targets such as the numbers of emails and calls handled, error rates and cross selling to name a few
An excellent communicator and be able to demonstrate this both verbally and written

Desired Skills
Some experience of dealing with customers in a call centre environment

Salary : Negotiable

If you are interested in joining us, please email us your CV with cover letter.