At a Glance
- Tasks: Help customers with their insurance policies and resolve any issues they may have.
- Company: Join Falcon Insurance, a supportive team focused on customer satisfaction.
- Benefits: Full training provided, competitive salary, and a friendly work environment.
- Other info: Work Monday to Friday, with opportunities for growth in a dynamic industry.
- Why this job: Make a real difference in customers' lives while developing your communication skills.
- Qualifications: Customer service experience and strong communication skills are a plus.
The predicted salary is between 18900 - 23100 £ 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
- To process incoming emails from customers, other departments and third parties.
- To amend a customer’s policy (e.g. change the vehicle we insure, change their address) via email or the telephone.
- To process cases and ensure that all documentation is issued in accordance with Service Level Agreements.
- To work with a customer in ways that will resolve any concerns or issues that they may have.
- To deal with and resolve any expression of dissatisfaction made by a customer.
- To provide the highest levels of customer service in a competent manner.
- Working within a small team to achieve targets for the number of emails processed, the number of errors made, and maintaining knowledge while completing work in accordance with Company policies and procedures.
- Advertise additional products to customers such as Legal Assistance, Breakdown Cover and many others, designed to enhance a customer’s policy to give them a better level of cover.
- The ability to communicate clearly and concisely both written, verbally, face to face and using the telephone.
- Some experience of using computers and programmes such as Outlook, Word and Excel.
- Being able to keep calm and demonstrate that you are actively seeking to resolve a customer’s issue, concern or problem.
Qualifications/Experience
- Enthusiastic and able to demonstrate this within 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 numbers of emails and calls handled, error rates and cross selling.
- An excellent communicator and able to demonstrate this both verbally and in writing.
- Some experience of dealing with customers in a call centre environment.
Company and Contact
Falcon Insurance
4th Floor
75-77 Colmore Row
Birmingham B3 2AP
Monday to Friday – 9am to 5pm
Saturday / Sunday – Closed
Bank Holiday – Closed
Falcon Insurance is a Trading Name of Falcon Underwriting Limited. Registered in England No. 06012879. Registered Office: 14 High Street, Pensnett, Kingswinford, DY6 8XD. Authorised and Regulated by Financial Conduct Authority (FCA) under reference Number 464064.
Customer Service in Birmingham employer: FALCON INSURANCE
Falcon Insurance is an exceptional employer that prioritises customer satisfaction and employee development. Located in the heart of Birmingham, we offer a supportive work culture where team collaboration and personal growth are encouraged, alongside comprehensive training for new hires. With a focus on delivering first-class service, our employees enjoy a rewarding environment that values their contributions and fosters career advancement.
