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- Tasks: Help customers with their insurance policies and resolve any issues they face.
- Company: Join Falcon Insurance, a trusted name in the insurance industry based in Birmingham.
- Benefits: Enjoy a supportive team environment with a focus on personal development and customer satisfaction.
- Why this job: Be part of a dynamic team that values customer care and offers opportunities for growth.
- Qualifications: No specific qualifications required, just a passion for helping people and good communication skills.
- Other info: Work Monday to Friday, 9am to 5pm, with weekends and bank holidays off.
The predicted salary is between 28800 - 43200 £ per year.
Ensuring that we look after our customers throughout the duration of their policy is critical to the success of our business. After all, an insurance policy only lasts for 12 months and at the end of this time we want all our customers to remain a customer of ours and renew their policy with us. In order to do this we have a Customer Service Department that is split into a number of different areas. This ensures that all customers receive a first class service at all times.
Responsibilities:
- Process incoming emails from customers, other departments and third parties.
- Amend a customer’s policy (e.g. change the vehicle we insure, change their address) via email or telephone.
- Process cases and ensure that all documentation is issued in accordance with Service Level Agreements.
- Work with customers to resolve any concerns or issues they may have.
- Deal with and resolve any expressions of dissatisfaction made by a customer.
- Provide the highest levels of customer service in a competent manner.
- Work within a small team to achieve targets for:
- The number of emails processed.
- The number of errors made.
- Maintaining knowledge and completing work in accordance with Company policies and procedures.
Core Qualities:
- Enthusiastic and able to demonstrate this in a capable manner.
- Focused on delivery and ensuring that all questions are answered competently and all problems are resolved.
- Able to resolve a customer’s query and offer suitable solutions.
- Polite and able to demonstrate empathy towards a customer’s situation when needed.
- Self-motivated and possess the ability to work towards targets such as the number of emails and calls handled, error rates, and cross-selling.
- An excellent communicator, demonstrating this both verbally and in writing.
- Some experience of dealing with customers in a call centre environment.
Customer Service employer: FALCON INSURANCE
Contact Detail:
FALCON INSURANCE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service
✨Tip Number 1
Familiarise yourself with the insurance industry and customer service best practices. Understanding common customer concerns and how to address them will give you an edge during interviews.
✨Tip Number 2
Practice your communication skills, both verbal and written. Since clear communication is key in this role, consider role-playing scenarios with friends or family to build confidence.
✨Tip Number 3
Research Falcon Insurance and their products thoroughly. Being knowledgeable about the company and its offerings will show your genuine interest and help you stand out as a candidate.
✨Tip Number 4
Prepare examples from your past experiences that demonstrate your ability to handle customer queries and resolve issues effectively. This will help you illustrate your skills during the interview process.
We think you need these skills to ace Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you've dealt with customer queries or complaints. Use specific examples to demonstrate your skills in communication and problem-solving.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your values align with their commitment to customer service and provide examples of how you've successfully resolved customer issues in the past.
Showcase Relevant Skills: Emphasise your proficiency with computer programs like Outlook, Word, and Excel. Highlight any experience you have in a call centre environment and your ability to work towards targets, as these are key aspects of the role.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial in a customer service role.
How to prepare for a job interview at FALCON INSURANCE
✨Show Your Enthusiasm
Make sure to convey your enthusiasm for the role during the interview. Employers want to see that you are genuinely interested in providing excellent customer service and that you care about their customers' experiences.
✨Demonstrate Empathy
Prepare examples of how you've handled difficult customer situations in the past. Showing empathy and understanding towards a customer's concerns is crucial in this role, so be ready to discuss how you can relate to their feelings.
✨Highlight Your Communication Skills
Since clear communication is key in customer service, practice articulating your thoughts clearly and concisely. Be prepared to answer questions about how you would handle specific customer interactions, both verbally and in writing.
✨Familiarise Yourself with Relevant Tools
Brush up on your knowledge of tools like Outlook, Word, and Excel, as these will likely be part of your daily tasks. Being able to demonstrate your proficiency with these programs can set you apart from other candidates.
