Customer Services Advisor, Online chat support in Norfolk, Norwich

Job Description My client is a local insurance broker specialising in holiday home insurance as well as other insurance products, including Landlord, Home, and Caravans. They offer their customers their personal expertise in providing the best quotes for their insurance requirements. 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. You will issue policy documents within regulatory timeframes, including new business, renewals, cancellations and Mid Term Adjustments (MTAs). You will underwrite policies within your delegated authority, referring to in-house and external underwriters as required for more complex areas of business. You will respond to customer enquiries via telephone, email and post in a timely manner. You will manage objections, including policy cancellations, premium increases and claims decisions. You will manage customer complaints in a professional and efficient manner, referring details to compliance on receipt. You will maintain required levels of competence and standards of performance. You will work as part of the customer service team to meet team objectives by securing and retaining business. GCSE grade A-C or 9-4 in Maths and English Hold or working towards Level 3 Certificate in Insurance (Desirable) Minimum of 1 year’s general insurance sales experience (Desirable) Understanding of FCA rules, ethics and financial regulations Previous experience working in a phone based environment Working knowledge of property insurance products (Desirable) Professional phone manner Strong customer service skills Basic Salary of £24,000 and reviewed after successful 6 month probation - negotiable depending on experience, 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 (1 day at home and 4 days office) following training and a successful probation period Working hours –week 1 - 8:30am – 5:00pm Week 2 9:30am – 6:00pm, rolling shift pattern 4 times death in service BUPA cash plan (medical expenses) Free parking