Role: Customer Service Consultant

Industry: Insurance

Location: Central London (3 days WFH)

Salary: £30,000 per annum + Bonus

Company:

Our client, a well-established company in the insurance industry, is seeking a Customer Service Consultant to join their team.

Purpose:

• Deliver consistently excellent customer service with professionalism and a friendly approach.
• Uphold strict adherence to FCA regulations and data protection protocols.
• Demonstrate fairness towards customers, aligning actions with TCF guidelines.
• Communicate any system-related concerns or problems to the Sales Manager.

Main Tasks:

• Regularly monitor and prioritise admin, enquiries, and data import email inboxes to ensure timely handling of client communications.
• Provide prompt responses to follow-up calls, emails, and general customer communications.
• Ensure daily receipt of relevant data files and take necessary actions. Follow up with individuals responsible if files are not received.
• Process all renewal fulfilment for various products on a daily basis.
• Handle incoming and outgoing calls, as well as quote requests, as needed.
• Stay informed about new products, policy wordings, and system updates.
• Process mid-term adjustments promptly and efficiently.
• Escalate files to underwriting, including relevant customer information.
• Maintain satisfactory levels of mid-term adjustments and cancellations.
• Address customer complaints effectively and report them in the appropriate manner.
• Fulfil additional duties and responsibilities as directed by the Sales Manager.
• Access the Web Chat platform each morning and promptly respond to chats in a clear and courteous manner.

Key Performance Indicators:

• Achieve high rates of new sales conversion and customer retention during renewals.
• Maintain low levels of complaints, mid-term adjustments, and cancellations.
• Ensure accurate input of data to maintain data integrity.
• Monitor calls for quality assurance and improvement purposes.
• Seek positive Trustpilot reviews as a reflection of customer satisfaction.

Requirements:

• Prior experience in a similar sales support/administrative role.
• Familiarity with insurance concepts, practices, and procedures.
• Strong personal and professional judgement.
• Exceptional organisational and communication skills.

Package:

• Competitive salary based on experience.
• Performance bonus.
• Additional benefits to be discussed during the interview process.

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