Due to ongoing expansion, we seek a hardworking and driven individual with excellent customer service and sales skills to join our busy Customer Services / Sales Team in the Stockport Office. The office sits just off the M60 and is easily accessible by public transport.
With offices based in Kent and Stockport, you will work alongside our award-winning direct product Covered2Go Travel Insurance and large independent travel agencies such as Hays Travel, Love Holidays and many more.
As a Customer Care Executive, you will be responsible for providing excellent customer service to our customers through various channels, including phone, email and social media channels. You will act as the first point of contact for our customers, answering their questions, addressing their concerns, and providing solutions to their problems.
Person Specification:
* Deliver high levels of Customer Service and to establish strong rapport with customers.
* Possess excellent Sales skills.
* Possess strong verbal and written communication skills.
* Working knowledge of Microsoft Office, to intermediate level.
* Ability to multi-task, remain calm and professional even in a pressurised customer service environment.
* Supporting colleagues with queries from trade partners.
* Ability to deliver factual information in line with current policies and information.
* The ability to get up to speed with products and systems quickly, and an excellent grasp of internet technology.
* Possess strong organisational and time management skills to enable you to achieve and deliver to deadlines.
* Willingness to learn.
* Hold an awareness and understanding of GDPR / Data Protection Regulations.
* Previous Customer Service experience is required.
* You will need to be educated to GCSE level.
Job Description:
* Dealing with inbound sales calls and customer service queries from both direct and trade customers or clients, via email or by telephone, ensuring all questions are answered and dealt with effectively and efficiently.
* Ensuring all calls are compliant and fall within the FCA regulatory frameworks, by following the call script provided.
* Providing new quotations accurately and in a timely manner, either by using the automated quote systems available or by referring to the rates and rating notes available.
* Processing new policies and dealing with amendments/upgrades on existing policies and taking card payments.
* Dealing with policy cancellations and refunds, where appropriate.
* Referring to, and liaising with Underwriters and external specialist teams, where necessary.
* Having an awareness of the criteria for each Underwriter as this will vary across schemes.
* Familiarising yourself with the various products for each scheme and maintaining up-to-date product knowledge.
* Maintaining up-to-date knowledge of internal systems, and external portals where relevant.
* Having an awareness of timescales and deadlines for call backs and referral cases.
* Meeting daily targets as set by the department.
* Undertaking any other duties that fall within the scope of this role.
Working Hours:
* Full-Time: 37.5 hours per week, typically 7.5 hours per day over 5 days.
* Contact Centre Hours:
* Monday to Friday: 9:00am – 5:30pm
Job Benefits:
* Competitive salary based on experience.
* Company Pension.
* Appropriate bonuses.
* Inbound UK Call Centre.
* 20 days’ holiday, plus bank holidays and your birthday off (totalling 29 days off).
* 37.5 hours per week.
* No weekends.
* Casual dress code.
* Bi-Annual social gatherings.
Job Type: Full-time
Pay: £18,500.00-£24,000.00 per year
Schedule:
* Monday to Friday
* No weekends
Work Location: In person
Expected start date: 18/11/2024
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