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Customer Service Representative

Service Service Employment Agency Limited
Job LocationNorwich
EducationNot Mentioned
Salary£21,000 - £22,000 per annum, negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

My client are a local home, motor and travel insurance broking boutique, offering customers their expertise in providing the best quotes for their insurance requirements.My client is looking for a new member of staff to join their existing close knit team, based just outside of the centre of Norwich.Job summaryTo provide customers with a welcoming, efficient, professional and effective customer service experience, with a high focus on quality and accuracy, adhering to FCA guidelines and TCF principles at all times.Key responsibilities

  • You will obtain appropriate information to ensure products are offered to meet both customer demands and needs.
  • You will issue policy documents within regulatory timeframes, including new business, renewals, cancellations and Mid Term Adjustments (MTAs).
  • You will underwrite policies within your delegated authority, referring to in-house and external underwriters as required for more complex areas of business.
  • You will work as part of the team to manage the renewal’ and new business’ diary.
  • You will respond to customer enquiries via telephone, email and post in a timely manner.
  • You will manage objections, including policy cancellations, premium increases and claims decisions.
  • You will manage customer complaints in a professional and efficient manner, referring details to compliance on receipt.
  • You will record and maintain accurate customer information, ensuring records are accurately and efficiently updated.
  • You will process payments including renewals, new business and MTAs.
  • You will maintain required levels of competence and standards of performance.
  • You will work as part of the customer service team to meet team objectives by securing and retaining business.
QualificationsGCSE grade A-C or 9-4 in Maths and EnglishHold or working towards Level 3 Certificate in Insurance (Desirable)Experience Minimum of 1 year’s general insurance sales experience (Desirable)Knowledge and skills
  • Understanding of FCA rules, ethics and financial regulations
  • Previous experience working in a phone based environment
  • Working knowledge of property insurance products (Desirable)
  • Excellent communication and organisational skills
  • Professional phone manner
  • Strong customer service skills
  • Excellent attention to detail and accurate record keeping
  • Effective questioning and listening skills
  • Ability to work independently and as part of a team
  • Problem solving skills
  • Ability to work to deadlines
  • Strong IT skills
Basic Salary of £21-22,000 and reviewed after successful 6 month probation - negotiable depending on experience, Monthly bonus up to an additional £100 p/mAnnual bonusHoliday starting at 21 days + bank holidays, rising with length of service up to 27 days + bank holidaysHybrid working once trained/competent for the role (2 days at home & 3 days office)Working hours -week 1 - 8:30am - 5:00pm Week 2 9:30am - 6:00pm, rolling shift pattern10% employer contribution (employee does not have to contribute)4 times death in serviceBUPA cash plan (medical expenses)Free parking

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