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Customer Services Consultant

UKInsuranceNET
Job LocationStockton-on-Tees
EducationNot Mentioned
Salary£22,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

UKInsuranceNET are looking for a new Customer Service Consultant who is a true people person.This role provides day to day handling of all customer requirements post sale. The main objective being to exceed customer expectations through the delivery of exceptional customer service meaning customers stay with us.Customer Service roles vary in complexity; each advisor will be provided with a training and development plan to assist in their progression through levels 1-4.Key Responsibilities:

  • To answer incoming calls
  • To contact customers via telephone, email, post and SMS
  • To ensure that customer records are kept up to date with accurate notes following all customer contact
  • To assist in ensuring that customer retention meets Company target.
  • To assist in ensuring that Company income target is reached by effective premium management for all policies.
  • To recognise and mitigate risk
  • To understand all protocols and ensure that are followed correctly
  • To proactively manage self-development and learning
Competencies:
  • Effective time management with the ability to organise and prioritise own workload
  • Understand customer requirements and ensure that they are met
  • Excellent listening skills
  • Problem solving skills
  • Accurate with attention to detail
Knowledge required:
  • Understanding and knowledge of ‘Treating Customers Fairly’ and how this is applied throughout everyday tasks to ensure our customer’s best interests are met.
  • Basic understanding of Customer Retention and enhancing customer experience
  • Good understanding of exceeding customer expectations
  • Thorough ongoing understanding of Protocols
  • Continuous professional development
Key Performance Indicators: Bradford score of
  • No more than 3 Agent Error Risk Investigations
  • To achieve a monthly Team Incoming Call Handling result of =>98.5%
  • To achieve a monthly Team Retention of =>88.5%
  • To achieve Individual Call Handling Target
  • To achieve Individual Call Audit Target Behaviours:
    • Meet Company expectations of employee behaviour
    • Consistently demonstrating our company values (Understanding, Knowledgeable, Inspiring, No Nonsense, Supportive) through behaviours
    • ‘Going the extra mile’ to deliver excellent customer experience
    • Positive and professional attitude displayed in the workplace
    • Continually seeking ways to improve own and company’s performance
    • Working together as ‘One Company’
    • Understanding and knowledge of ‘Treating Customers Fairly’ and how this is applied throughout everyday tasks to ensure our customer’s best interests are met.
    • Basic understanding of Customer Retention and enhancing customer experience
    • Good understanding of exceeding customer expectations
    • Thorough ongoing understanding of Protocols
    • Continuous professional development
    REF-212041

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