Ensuring that we look after our customers throughout the duration of their policy is critical to the success of our business. After all, an insurance policy only lasts for 12 months and at the end of this time we want all our customers to remain a customer of ours and renew their policy with us. In order to do this we have a Customer Service Department that is split into a number of different areas. This ensures that all customers receive a first class service at all times.
Responsibilities:
1. Process incoming emails from customers, other departments and third parties.
2. Amend a customer’s policy (e.g. change the vehicle we insure, change their address) via email or telephone.
3. Process cases and ensure that all documentation is issued in accordance with Service Level Agreements.
4. Work with customers to resolve any concerns or issues they may have.
5. Deal with and resolve any expressions of dissatisfaction made by a customer.
6. Provide the highest levels of customer service in a competent manner.
7. Work within a small team to achieve targets for:
1. The number of emails processed.
2. The number of errors made.
3. Maintaining knowledge and completing work in accordance with Company policies and procedures.
4. Advertise additional products to customers such as Legal Assistance, Breakdown Cover and many others, designed to enhance a customer’s policy to give them a better level of cover.
8. Communicate clearly and concisely both in writing and verbally.
9. Have some experience using computers and programs such as Outlook, Word, and Excel.
10. Keep calm and demonstrate that you are actively seeking to resolve a customer’s issue, concern, or problem.
Core Qualities:
1. Enthusiastic and able to demonstrate this in a capable manner.
2. Focused on delivery and ensuring that all questions are answered competently and all problems are resolved.
3. Able to resolve a customer’s query and offer suitable solutions.
4. Polite and able to demonstrate empathy towards a customer’s situation when needed.
5. Self-motivated and possess the ability to work towards targets such as the number of emails and calls handled, error rates, and cross-selling.
6. An excellent communicator, demonstrating this both verbally and in writing.
7. Some experience of dealing with customers in a call centre environment.
Falcon Insurance
Branston Court, Branston Street,
Jewellery Quarter, Birmingham. B18 6BA
Monday to Friday – 9am to 5pm
Saturday / Sunday – Closed
Bank Holiday – Closed
Falcon Insurance is a Trading Name of Falcon Underwriting Limited. Registered in England No. 06012879. Registered Office: Branston Court, Branston Street, Jewellery Quarter, Birmingham, B18 6BA. Authorised and Regulated by Financial Conduct Authority (FCA) under reference Number 464064.
#J-18808-Ljbffr