Customer Service Representative

My client is a local home, motor, and travel insurance broking boutique, offering customers their expertise in providing the best quotes for their insurance requirements.

My client is looking for a new member of staff to join their existing close-knit team, based just outside of the centre of Norwich.

Job Summary

To provide customers with a welcoming, efficient, professional, and effective customer service experience, with a high focus on quality and accuracy, adhering to FCA guidelines and TCF principles at all times.

Key Responsibilities

1. You will obtain appropriate information to ensure products are offered to meet both customer demands and needs.
2. You will issue policy documents within regulatory timeframes, including new business, renewals, cancellations, and Mid Term Adjustments (MTAs).
3. You will underwrite policies within your delegated authority, referring to in-house and external underwriters as required for more complex areas of business.
4. You will work as part of the team to manage the ‘renewal’ and ‘new business’ diary.
5. You will respond to customer enquiries via telephone, email, and post in a timely manner.
6. You will manage objections, including policy cancellations, premium increases, and claims decisions.
7. You will manage customer complaints in a professional and efficient manner, referring details to compliance on receipt.
8. You will record and maintain accurate customer information, ensuring records are accurately and efficiently updated.
9. You will process payments including renewals, new business, and MTAs.
10. You will maintain required levels of competence and standards of performance.
11. You will work as part of the customer service team to meet team objectives by securing and retaining business.

Qualifications

GCSE grade A-C or 9-4 in Maths and English
Hold or working towards Level 3 Certificate in Insurance (Desirable)

Experience

Minimum of 1 year’s general insurance sales experience (Desirable)

Knowledge and Skills

1. Understanding of FCA rules, ethics, and financial regulations
2. Previous experience working in a phone-based environment
3. Working knowledge of property insurance products (Desirable)
4. Excellent communication and organisational skills
5. Professional phone manner
6. Strong customer service skills
7. Excellent attention to detail and accurate record keeping
8. Effective questioning and listening skills
9. Ability to work independently and as part of a team
10. Problem-solving skills
11. Ability to work to deadlines
12. Strong IT skills

Compensation and Benefits

Basic Salary of £21,000.00+ NEG DOE reviewed after successful 6 month probation
Monthly bonus up to an additional £100 p/m
Annual bonus
Holiday starting at 21 days + bank holidays, rising with length of service up to 27 days + bank holidays
Hybrid working once trained/competent for the role (2 days at home & 3 days office)
10% employer contribution (employee does not have to contribute)

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