Customer Service Consultant
Checked Recruitment
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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