About the role
• You will take inbound calls from our customers helping them with queries about their existing policies.
• You’ll guide customers through the process to make a change to their existing policy; whether it’s a name or address change, or something more complex.
• Using your product knowledge and customer service skills you’ll resolve and offer solutions
• Building rapport and understanding each customer’s requirements
• You will also be required to support customers who are unable to complete our online journey
• You will make outbound calls to our customers to confirm policies are correct
• You will be responsible for managing team diaries and inboxes.
• Contacting customers regarding missed payments or debt and supporting with financial difficulties and exploring all options
• Supporting customers in following the claims process
• Supporting customers with the cancellation of their policies