As we celebrate 25 years in business, Oakland Insurance are expanding our Limavady Team. Delivering tailored products to our customers, we keep Customer Service at the core of everything we do.
PURPOSE OF THE ROLE
1. To work within the Customer Services team responding to customer enquiries regarding new & existing policies in an appropriate manner.
2. To administer renewals within service standards.
3. To issue documentation within service standards.
4. To support the firm’s goals by demonstrating excellent customer service skills.
KNOWLEDGE & EXPERIENCE
1. Educated to GCSE standard including Maths and English (Minimum Grade C).
2. Has undertaken (or is willing to undertake) relevant customer service and insurance training.
3. Good keyboard skills and knowledge of Microsoft Office, email and internet.
SKILLS REQUIRED
1. Excellent telephone manner, customer service skills and the ability to work under pressure.
2. Effective communication skills.
3. Ability to gather and analyse information from the customer.
4. Ability to identify and match the products available with customer requirements.
5. Ability to identify and respond appropriately to an individual customer’s level of understanding.
6. Ability to persuade and influence others.
EXPECTED BEHAVIOURS
1. Act in an honest and open manner at all times with both the customer and the firm in all matters.
2. Have a customer focused approach.
3. Ensure that business transactions are conducted in a way that is clear and straightforward.
4. Act with integrity by demonstrating fairness and impartiality.
5. Actively seek feedback from customers and report such feedback to the appropriate member of staff.
ACCOUNTABILITIES / RESPONSIBILITIES
1. To take initial calls from customers regarding midterm adjustments and existing policy renewals, working within the guidelines provided at all times.
2. To process and resolve customer requests in a polite and efficient manner.
3. To comply at all times with the requirements of the firm’s own procedures, the Financial Services and Markets Act 2000 and FSA regulations.
4. To be aware of, and to follow at all times, the firm’s policy on Treating Customers Fairly.
5. To be aware of, and to follow at all times, the firm’s standards of ethical behaviour.
6. To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.
7. To maintain customer records accurately and securely, in accordance with firm’s own record keeping requirements and following data protection rules.
8. To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.
9. To promote the company through charity, community and any other brand awareness events.
10. Notify policy underwriters of any adjustments, calculate any premium changes and arrange remittance of premium refunds.
11. To support the departmental Key Performance Indicators and sales targets as directed by the Managing Director.
12. To undertake all other duties as reasonably required and directed.
SPECIFIC KEY TASKS & TARGETS
To be specified as appropriate, in advance for each Performance Review Period.
Apply Now
Application Details:
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Essential Criteria:
Have you achieved a C or above in GCSE level Maths & English?
Have you previous customer service experience?
Preferred Criteria:
Have previous insurance experience?
Have you any CII qualifications? (Please list or type No)
Please upload your CV
Please upload your Fair Employment Form
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