Customer Service Adviser
Salary starting from £21,000
Location: Preston, office based
Full time, permanent position (Mon- Fri, 9am-5pm)
Preston, Blackburn & Chorley Agency
In the Customer Service Advisor role, you'll be passionate about providing customers with a personal experience, making it clear that the things they value are in safe hands.
You'll take calls, help with renewals, make amendments, deal with queries regarding claims and premiums and find the right product for their daily life or their business. Supporting our customers, you'll work to targets to achieve team and individual goals.
You will start your career by gaining your licensing in our motor and personal products, before transitioning into commercial insurance. You will be supported through this journey to develop your sales and customer service skills, whilst taking inbound calls from customers and completing changes and quotations.
You will also learn how to cross-sell other products to customers and identify other opportunities, including our Financial Services offerings which are delivered by a dedicated financial advice team.
You will have a Personal Development Plan to ensure you are performing in line with the agency’s expectation, and this will be adapted to a pace and style that suits you.
About the role:
1. Handling customer enquiries received via phone, email and in person, including product queries, policy alterations and general administration.
2. Providing new quotations and working with the customer to actively close sales.
3. Identifying customer needs across our Farm, Commercial and Personal insurance products to ensure we are fully protecting our customers.
4. Supporting the Agents with policy administration, processing transactions and management of their renewal book.
5. Providing exceptional customer service, consistently demonstrating the expert knowledge and advice we are known for.
6. Liaising with underwriters and other key stakeholders regarding customer requirements.
7. Building and maintaining long term relationships with our customers and other stakeholders.
8. Ensuring all transactions comply with FCA requirements.
About you:
1. Be prompt, reliable and trustworthy.
2. Be self-motivated, willing to learn and a team player.
3. Demonstrate drive and a can-do attitude to provide a fantastic customer experience.
4. Be able to problem solve, use own initiative and judgement.
5. Demonstrate effective time management skills and ability to meet deadlines.
6. Effective relationship management skills, both written and verbal, on the phone and face to face.
7. Attention to detail and organisational skills.
8. Experience of working within a regulated customer service environment is preferred.
9. Minimum qualification – 5 GCSE’s including Maths and English Grade C (or equivalent).
Our commitment to you:
1. Full product and systems training provided.
2. Combination of eLearning and buddy support.
3. Supportive team for ongoing learning and development.
4. Opportunity to undertake CII qualifications.
Benefits:
1. 25 days holiday entitlement plus bank holidays.
2. Pension Scheme with employer contributions.
3. Life Assurance Scheme with EAP.
4. Free onsite parking.
The application process will consist of an initial telephone interview, followed by a face-to-face competency based and role play interview.
This role falls under the Insurance Distribution Directive. This means there is a requirement for Continuous Professional Development in role, in addition to ongoing screening checks pre-employment and once in post.
Please note that you'll be employed by an Agent of NFU Mutual and not by NFU Mutual directly.
Whatever your role, as a key member of your agency team, you’ll enjoy the chance to develop your insurance industry knowledge and skills and build a rewarding career. For most roles you won’t necessarily need an insurance background. It’s more about your personal qualities – your ability to learn quickly, develop strong working relationships with a range of different people and give customers excellent service, with trusted advice and products.
Bring these qualities and you’ll be supported with a full range of training and development opportunities so you can build the career you want. These include the chance to gain an apprenticeship, as well as support to study for professional qualifications and full training in all aspects of the insurance industry.
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