Customer Service Representative

5 months ago

Hatfield, United Kingdom Vetsure Full time

Critical role in delivering to all customers - regardless of communication channel - a service in line with our vision and values as a company including ensuring that all customers are treated fairly and receive excellent levels of service, accurate and timely information at all times.
- An excellent customer-focused approach, always placing the customer at the centre of all activity.
- Planning, organisational and analytical skills
- Very keen attention to detail
- Ability to demonstrate excellent verbal, listening and written communication, as well as relationship and rapport building skills to be able to deliver expected high level of service and results.
- Methodical in approach to tasks and a desire to always deliver to a high standard
- Good time management skills
- Able to demonstrate flexibility to potentially evolve with the role as the company continues to grow
- ‘Can do’ approach to getting the tasks at hand completed
- Strong interpersonal skills
- Handling inbound sales and customer service calls, when and if required, from potential or existing customers within the Department service levels.
- Set up of new policies and updating of existing customers’ records
- Increasing consumer awareness/ sales and completing any necessary administrative tasks.
- Issuing new business documentation in line with defined processes including renewal notices 21 days prior to renewal date
- Outbound calls - converting warm leads to live polices - by building relationships with customers who already know the business and have requested a call through our accredited Veterinary practice
- Complete the administration of Pet Health Plans (PHP) from the initial setting up of plans, cancellations and postal communication to both customer and practice.
- Ensure that where required, all postal customer communication for policies, claims and PHPs are sent within set timeframes and the information included is correct
- Completion of relevant administration duties associated with the fulfilment of the role.
- First line complaints handling in line with the company’s complaints procedure.
- Maintaining and building relationships with Veterinary practices and staff, with the objective of driving leads and reinforcing the partnership.
- Assisting veterinary groups with day-to-day issues including help with leads portal and the Hub.
- Ensure adherence to all regulatory requirements under the FCA and relevant regulators
- Ensure you keep up to date and adhere to the industry regulations and company procedures where required.
- Be aware of potential risks within the business that may affect your immediate area of responsibility.
- To become familiar with our purpose and values, making it be core to everything you do and with all interactions with colleagues, our partners and customers must be representative of these values.
- Undertaking work of a related nature or performing duties other than or in addition to those outlined above upon request.
- Ability to demonstrate excellent verbal, listening and written communication, as well as relationship and rapport building skills to be able to deliver expected high level of service and results.
- Assist the Customer Service and Claims Team with follow up calls relating to payments and chasing for missing information for claims.
- Be able to effectively explain all aspects of a policy to the customer in a concise and clear manner, allowing the customer to make an informed decision.
- Call handling - the quality of calls handled must be in line with the needs of the customer, and consistently exceed the customer’s expectations.
- Ensure all queries/tasks from customers, Internal Departments and Practices that are assigned to you are dealt with promptly and professionally.
- Ensure that where required, all postal customer communication for policies, Claims and PHPs are sent within set timeframes and the information included is correct.
- General office administrative duties, such as scanning and shredding paperwork when required.
- Handle any objections by the customer in a calm and empathetic manner.
- Keep up to date with all product, package and price information to ensure correct information is always provided.
- Maintain Pet Health Plan, Claims and Info mailboxes - responding to customer and practice queries.
- Respond to and answer customer and practice queries connected to claims
- Set up Pet Birthday’s spreadsheet and send out daily communications to customers.
- To provide first class customer service when dealing with all requests, challenges, and account maintenance.
- To provide support to the Claims Team in responding to general claims queries and when required logging of claims onto Go-Trex.
- Use and navigate around computer systems and databases proficiently, ensuring when updating details/ data entry the information is entered accurately, at all times.
- When required completions of work associated with auditing reports such as leads and daily renewals
- Under

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