We are seeking a customer-focused, enthusiastic, and approachable individual to join our busy Customer Services team. The successful candidate will have excellent communication and administrative skills, a positive attitude, and a genuine passion for delivering exceptional customer service.
Applicants should be educated to GCSE level, including Maths and English (or equivalent), and have a minimum of two years' experience within the insurance industry. Strong IT skills are essential, including proficiency in Microsoft Office, Outlook, and internet-based systems.
In this role, you will be responsible for responding to customer enquiries, processing renewals, issuing documentation, and ensuring all customer requests are handled efficiently and within agreed service standards. You will play a key role in building positive customer relationships and ensuring every interaction reflects our commitment to outstanding service.
The ideal candidate will have a friendly, proactive, and solutions-focused approach, with the confidence to communicate effectively with customers and colleagues. A willingness to undertake relevant customer service and insurance training is essential, as is a commitment to continued learning and development.
PURPOSE OF THE ROLE
- 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.
KNOWLEDGE & EXPERIENCE
- Educated to GCSE standard including Maths and English.
- Minimum of two years experience within an insurance broker.
- Has undertaken (or is willing to undertake) relevant customer service and insurance training.
- Good keyboard skills and knowledge of Microsoft Office, email and internet.
SKILLS REQUIRED
- 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.
EXPECTED BEHAVIOURS
- 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.
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Customer Service Advisor employer: Oakland Insurance
As a leading employer in the insurance industry, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our branch in [Location] offers a supportive environment where you can lead a high-performing team, drive innovation, and make a meaningful impact on customer outcomes while enjoying competitive benefits and opportunities for professional advancement.
