Call Handler

6 days ago

Romford, United Kingdom HCLTech Full time

**Purpose of the role**:
HCL administers life and pension policies on behalf of clients. The role of a call handler is to support customers who contact IBS in connection with their policies.

Call handlers will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to verbal enquiries in plain English, keeping customer satisfaction at the core of every decision and behaviour.
- **In your first year all call centre employees are fully funded and supported through study sessions to enable to learn and pass the Life & Pensions foundation exam provided by the Chartered Insurance Institute (CII). This allows you continue your learning whilst doing the role and to build up your career portfolio further. For achieving this qualification, you will also be award with a pay increase too**_

**Role description**:
To respond to all customer queries from policy holders accurately in accordance with current service level standards in terms of timescales and quality. Responding will be done verbally and in writing where required to avoid unnecessary hand offs and achieve high first point resolution.

To provide excellent customer service and to focus on positive customer outcomes at all times escalating issues where these outcomes are at risk.

To take responsibility for achieving individual utilisation and quality targets and positively contribute to the embedded values and culture of Operational Excellence.

To comply with all regulatory requirements and processes, for example anti - money laundering and data protection in order to prevent breaches and identify fraudulent activity.

**Key tasks and responsibilities**:

- To respond to verbal enquiries received from policyholders, IFA's and third parties providing a "one stop" service where possible. Keeping customers informed of any delays in accordance with procedures and managing expectations whilst remaining professional and polite at all times.
- Process all calls to the agreed quality standards for correctness and fairness.
- To ensure that all enquiries are recorded correctly on the Company Work Management System, in order for work to be scheduled to the individual and the team and to provide an audit trail.
- Takes ownership of complaint resolution where possible or refers any customer complaints to the relevant department in order to maintain good customer relations and to minimise regulatory breaches.
- To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
- Understands team role in delivering customer value by working with colleagues to ensure consistent performance.
- To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
- To participate in project work where required whether sponsored by the department or other areas of the company.
- To undertake any other duties as may be deemed appropriate by the Team Leader.
- To demonstrate commitment to treating customers fairly through behaviours and results. This includes putting yourself in the policyholder's shoes, managing their expectations, keeping them informed and communicating with them in clear, plain English. (No jargon).
- To ensure that regulatory and audit requirements are met. To be aware of data security from a customer and business perspective and take responsibility for the prevention of fraudulent activity. Maintaining the data protection ideals of clear desk, secure storage and secure PC.
- To ensure that the requirements of all Company policies are met and acted on as necessary (for example whistle blowing, money laundering, dignity at work).
- To ensure that the business operating systems utilised are used correctly and professionally.
- To ensure that incidents are recognised and reported immediately in line with the incident management process.

**Working conditions (i.e. shift work, flexi time, overtime)**:

- 37 hours per week
- Mon to Friday (No weekends or Public Holidays)

**Salary**: £20,050.00 per year

Schedule:

- Monday to Friday

Work Location: One location

Reference ID: KON

  • Call Handler

    7 months ago

    Romford, United Kingdom HCLTech Full time

    **Purpose of the role**: HCL administers life and pension policies on behalf of clients. The role of a call handler is to support customers who contact IBS in connection with their policies. Call handlers will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to verbal enquiries in plain English,...

  • Call Handler

    7 months ago

    Romford, United Kingdom HCLTech Full time

    **Purpose of the role**: HCL administers life and pension policies on behalf of clients. The role of a call handler is to support customers who contact IBS in connection with their policies. Call handlers will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to verbal enquiries in plain English,...

  • Call Handler

    7 months ago

    Romford, United Kingdom HCLTech Full time

    **Purpose of the role**: HCL administers life and pension policies on behalf of clients. The role of a call handler is to support customers who contact IBS in connection with their policies. Call handlers will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to verbal enquiries in plain English,...

  • Call Handler

    7 months ago

    Romford, United Kingdom HCL Technologies Full time

    Purpose of the role: HCL administers life and pension policies on behalf of clients. The role of a call handler is to support customers who contact IBS in connection with their policies. Call handlers will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to verbal enquiries in plain English,...

  • Call Centre Agent

    7 months ago

    Romford, United Kingdom RPS Enterprises Ltd Full time

    **About Us** RPS Enterprises Ltd is a small but growing business. We are professional, agile and innovative. We are currently in a growth phase so it’s an exciting time to be joining us. **Join our team today**! You will be making outbound calls to members of the public who have requested to be contacted to get a new insurance policy or have opted in to...

  • Call Centre Operative

    1 day ago

    Romford, United Kingdom Connect and Save Ltd Full time

    Join our team in Romford today! You will be making outbound calls to members of the public who have requested to be contacted to get a new insurance policy or have opted in to have an existing insurance policy reviewed. You will be the first point of contact on our customers journey. You will be required to accurately take as much relevant client...

  • Call Centre Operative

    5 days ago

    Romford, United Kingdom Connect and Save Ltd Full time

    Join our team in Romford today! You will be making outbound calls to members of the public who have requested to be contacted to get a new insurance policy or have opted in to have an existing insurance policy reviewed. You will be the first point of contact on our customers journey. You will be required to accurately take as much relevant client...

  • Call Centre Agent

    7 months ago

    Romford, United Kingdom Connect and Save Ltd Full time

    **About us** Connect and Save Ltd is a small business in Romford. We are professional, agile and innovative. Our work environment includes: - Modern office setting - Growth opportunities - Regular social events - Lively atmosphere **Join our team in Romford today!** You will be making outbound calls to members of the public who have requested to be...

  • Call Handler

    4 days ago

    Romford, United Kingdom Brook Street Full time

    We have an **exciting new job opportunity** for an Admin Officer to join one of our **Government clients** in Romford east london This is a**full-time temporary role** for an ongoing**4 months with a view to extending the contract further**. The responsibilities of the role will include: - Working on a telephony system and dealing with customers with a...

  • Insurance Underwriting

    1 week ago

    Romford, United Kingdom Massenhove Recruitment Full time

    **Insurance Underwriting - Entry Level Role** **Job Market - Insurance** **Insurance Customer Service Agent - About the role** **Insurance Customer Service Agent - Key duties & requirements** Deliver excellent customer service whilst meeting customer requirements efficiently & effectively for Mid-Term adjustments & all other customer...

  • Assistant Underwriter

    6 days ago

    Romford, United Kingdom CLEGG GIFFORD Full time

    **Assistant Underwriter T.I.S - Wholesale Existing Business** **Purpose** **Key Responsibilities** Working in accordance with procedures, standards & guidelines set: - Deliver excellent customer service whilst meeting customer requirements efficiently & effectively for New Business, Existing Business & Renewals. - Understand the processes and procedures...

  • Sales Agent

    1 week ago

    Romford, United Kingdom Connect and Save Ltd Full time

    Join our team in Romford today! You will be making outbound calls to members of the public who have requested to be contacted to get a new insurance policy or have opted in to have an existing insurance policy reviewed. You will be the first point of contact on our customers journey. You will be required to accurately take as much relevant client...

  • Telesales Agent

    7 months ago

    Romford, United Kingdom Connect and Save Ltd Full time

    **About us** Connect and Save Ltd is a small but growing business in Romford. We are professional, agile and innovative. We are currently in a growth phase so its an exciting time to be joining us. Our work environment includes: - Modern office setting - Growth opportunities - Regular social events - Lively atmosphere **Join our team in Romford...

  • Customer Service Assistant

    7 days ago

    Romford, United Kingdom CLEGG GIFFORD Full time

    **Working in accordance with procedures, standards & guidelines set**: Ø Deliver excellent customer service whilst meeting customer requirements efficiently & effectively for Mid-Term adjustments & all other customer interactions. Ø Learn the processes and procedures require to answer a customer’s query, provide quotations, process adjustments & put...

  • Telesales Agent

    7 months ago

    Romford, United Kingdom Connect and Save Ltd Full time

    **About us** Connect and Save Ltd is a small but growing business in Romford. We are professional, agile and innovative. We are currently in a growth phase so its an exciting time to be joining us. Our work environment includes: - Modern office setting - Growth opportunities - Regular social events - Lively atmosphere **Join our team in Romford...

  • Cold Caller

    7 months ago

    Romford, United Kingdom Connect and Save Ltd Full time

    **About us** Connect and Save Ltd is a small business in Romford. We are professional, agile and innovative. Our work environment includes: - Modern office setting - Growth opportunities - Regular social events - Lively atmosphere **Join our team in Romford today!** You will be making outbound calls to members of the public who have requested to be...

  • Business Admin Apprentice

    4 days ago

    Romford, United Kingdom Connect and Save Full time

    **Business Admin Apprentice - Connect and Save** **National Minimum Wage** We are looking for an enthusiastic, confident and friendly individual to assume the role of Business Administrator. Join our team in Romford today! Why Work For Us? - This is a fantastic sales role opportunity within a very progressive company. - Connect and Save is a fast-growing...