Chartered Insurance Institute | Customer Service Advisor

24K, HYBRID, LONDON

Introduction

The CII’s vision is that working together, as one united profession we will drive confidence in the power of professional standards.

To achieve this vision, we are working to provide insightful leadership, relevant learning, and a valued membership proposition to maintain and grow an engaged membership.

What we are looking for

You will be responsible for providing an excellent customer service experience, responding to Member and customer enquiries via voice, chat, and email. Providing advice on products, services, qualifications, membership, and processing customer orders over the telephone.

You will be responsible for proactively identifying and dealing effectively with customer’s needs, adding value by offering complementary products and services, specifically focusing on converting customers to Members to support membership growth.

You will be someone with excellent verbal and written communication skills, enabling you to work with colleagues co-operatively and collaboratively in a team and across the organisation.

You will demonstrate an understanding of customer needs and have a service orientation, always providing the highest quality of customer care.

You will have a flexible approach and positive working attitude both to the type of work undertaken and working hours as required, taking ownership and responsibility for work and performance.

You will have excellent organisational and time management skills, as well as a strong understanding of the demands of working in a busy Customer Service environment.

You will take a creative approach to work, identifying and recommending new processes, ideas, and ways of working at an individual and team level and across the organisation to benefit the CII.

Experience, knowledge, and qualifications in the related area

You will have a minimum of 5 GCSE’s grade C and above. You will be confident in using the Microsoft Office package, including Word and Excel. You will also have proven experience within a call centre/customer service role.

In addition, you will ideally have experience of working in the general insurance or financial services industry and/or background knowledge of the general insurance and financial services industry.

Managing own workload

You will be able to work on your own initiative, prioritising a high workload to deliver on commitments and ensuring that deadlines are met. You will be able to manage multiple objectives and see things through to completion within inevitably changing priorities.

Within one month you’ll:

• Begin to build relationships with colleagues from across the CII to support your ability to manage customer enquiries.
• Effectively handle day-to-day voice, chat, and email enquiries
• Support your own development, beginning to progress through the Knowledge First competency framework.
• To conduct data validation on every contact, validating and updating customer contact details and preferences.
• CSAT (Customer Satisfaction) feedback – proactively providing survey link to gather feedback on service provided.
• Be able to identify and deal effectively with customer’s needs and add value by offering complementary products and services.
• Perform other duties as allocated by the Customer Service Team Leader or Customer Service Manager

Within six months you’ll:

• Build relationships with CII Members and customers
• Conduct courtesy calls to members and customers.
• Provide an excellent service in all aspects of voice, chat, and email communication to and from customers.
• Deal with enquiries by reference to CII rules and regulations and the interrogation of the database to deliver tailor made guidance and solutions
• Contact members with a view to obtaining payment for membership renewal.
• Accept payment by telephone for products and services provided.
• Achieving set target levels for converting customers to Members.
• Achieve speed and quality service assurance standards in line with agreed daily performance measures and quality guidelines.
• Support your own development, continuing to progress through the Knowledge First competency framework.

With twelve months and ongoing you’ll:

• Have completed the and first year of the CS Pathway
• Meeting the competency framework requirement to progress to Customer Service Advisor
• Take responsibility for own development by keeping up to date with current developments by regularly checking the intranet and ensuring that internal communications are read.
• Continue to provide excellent service in all aspects of voice, chat, and email communication to and from customers, both internally and externally.