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Customer Service Consultant

Customer Service Consultant

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  • London, ENG
  • 25000k/year - 30000k/year USD / Year

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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Job Overview
Category
Category not defined
Offered Salary
25000k/year - 30000k/year
Job Location
London, ENG
Job Type
Consultant