Customer Service Advisor

Responsibilities

• To work within the Customer Services team responding to customer enquiries regarding new & existing policies in an appropriate manner.
• To administer renewals within service standards.
• To issue documentation within service standards.
• To support the firm’s goals by demonstrating excellent customer service skills.

• Educated to GCSE standard including Maths and English or the UK equivalent.
• Has undertaken (or is willing to undertake) relevant customer service and insurance training.
• Good computer skills and knowledge of Microsoft Office, Outlook and internet.

• Excellent telephone manner, customer service skills and the ability to work under pressure.
• Ability to gather and analyse information from the customer.
• Ability to identify and match the products available with customer requirements.
• Ability to identify and respond appropriately to an individual customer’s level of understanding.
• Ability to persuade and influence others.

• Act in an honest and open manner at all times with both the customer and the firm in all matters.
• Have a customer focused approach.
• Ensure that business transactions are conducted in a way that is clear and straightforward.
• Act with integrity by demonstrating fairness and impartiality.
• Actively seek feedback from customers and report such feedback to the appropriate member of staff.

• To take initial calls from customers regarding new business policies, midterm adjustments and existing policy renewals whilst working within the guidelines provided at all times.
• To process and resolve customer requests in a polite and efficient manner.
• To comply at all times with the requirements of the firm’s own procedures, the Financial Services and Markets Act 2000 and FSA regulations.
• To be aware of, and to follow at all times, the firm’s policy on Treating Customers Fairly.
• To be aware of, and to follow at all times, the firm’s standards of ethical behaviour.
• To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.
• To maintain customer records accurately and securely, in accordance with firm’s own record keeping requirements and following data protection rules.
• To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.
• Notify policy underwriters of any adjustments, calculate any premium changes.
• To support the departmental Key Performance Indicators and sales targets as directed by the Senior Management Team.
• To undertake all other duties as reasonably required and directed.