Job Description

You are responsible for looking after our customers whether that be queries, finding solutions, detail changes, or the all-important job of speaking with our customers who are considering leaving company and looking to negotiate their renewal quote. This means that we are looking for people with a varied skillset. You need to be highly skilled in building relationships with our customers, delivering superb customer service and with a willingness to upsell additional products or services. You are also fantastic negotiators, they are resilient and customer focused. They can find synergy with the customer on every call because they genuinely want to help our customers with their insurance needs.

You will have the opportunity to make a positive difference in our customer’s lives through the service you provide them, and so it is vital that you value helping others.

This is a full-time position with long-term career prospects on offer. You don’t need any experience, but you will need confidence, a proactive approach, and a friendly personality, not forgetting basic computer skills. We will teach you all the product knowledge you need to help you excel.

You will work with a team of upbeat colleagues who will become your second family. We like to think of ourselves as a friendly bunch, so there is always a helpful colleague around to give you a hand.

Main Responsibilities

• Manage and resolve the inbound calls from our very important customers.
• Answer calls efficiently, lead by example and provide fantastic service whilst attempting to retain and increase the business.
• Go above and beyond for your customers by providing excellent customer service.
• Ensure work is dealt with accurately and to a high standard.
• Accurately read scripts and follow procedures correctly.
• Be a team player.
• Suggest positive solutions for the customer journey.
• Attend training sessions and take feedback onboard.
• Be a confident and motivated individual.
• Thrive on being the best! Hands on training will be an ongoing part of your role to help you excel – you should love feedback that helps you improve!
• Make a difference! And make gains, not always at the free gym facilities but in rewards and incentives.

Required Knowledge, Skills, and Abilities

• Able to take calls daily, interacting with customers and solving their queries or negotiating the continuation of their policy using tools provided.
• Talented salesperson – able to upsell multicar and multiproduct.
• Resilience - You can expect to take a variety of interesting and challenging calls, some of which would include making various changes to our customer’s policies and answering some quite complex queries. It certainly won’t be boring!
• Self-motivated and by able to work within challenging and sometimes stressful situations.
• Follow compliance guidelines and procedures.
• Provide excellent customer service to our customers and staff.
• Log front line complaints.
• Hit department targets.
• IT literate to swiftly update all those customers details correctly.
• Basic Math and English to solve some more tricky queries.
• People person...as you will be speaking to a lot of them!
• Adaptability. Change is key to our business and our people get excited about the next new task around the corner, or a new procedure or way of doing things.