Customer Services Lead Co

5 months ago

St Boswells, United Kingdom NFU Mutual Agency Full time

**The Role**:
**Salary dependant on experience**
**Part Time position-21 Hours per week**
**Permanent Contract**
**Location: Newtown St Boswells / Duns**
**Flexible working hours**

**Introduction to NFU Mutual**

NFU Mutual offers a wide range of products and services, including general insurance, life, pensions and investments and has been providing quality insurance for its customers, for over 110 years. We carefully balance delivering excellent service to our customers whilst ensuring the business is run effectively. As a mutual, supporting our customers and paying their claims comes first. We are a top ten UK insurance company and the UK’s largest rural insurer, with an agency network of over 250 local offices.

**About the Agency**

As a local agency of NFU Mutual we deliver a first-class service, and sell their product range across our region, to customers old and new, who are at the core of everything we do. We are a business where honesty, integrity, and trust are at the heart of our values. We champion the personal approach to customer service that NFU Mutual are famous for.

An exciting opportunity has now arisen within the Borders Agency, with offices located in Newtown St Boswells and Duns.

**About the role**:
We are recruiting for a Customer Services Lead Co-Ordinator to join our growing and successful team. Tasked with creating a strategy for the generation of leads for New and Existing customers for our suite of Financial Services products and services. Working with upbeat and friendly colleagues, you will provide vital support to our business by helping to generate new opportunities for our Financial Advisor and manage leads generated by our Agents and Agency staff.

This pivotal role requires someone who is highly organised with the ability to prioritise and manage their time effectively. Additionally:

- Proactive contact with existing and prospective customers to generate financial services leads, while also managing leads from the team in line with agreed targets.
- Book appointments for our Financial Adviser and work closely with them to determine areas of focus, feedback and continuous improvement.
- Develop and maintain effective business relationships between agency teams and the Financial Adviser to ensure that objectives are met for the agency and customers.
- Identify gaps and training needs of the team and determine ways to improve engagement in this key area.
- Drive, support and influence financial services activities within the business. Organising meetings, presentation and monitoring, reviewing, reporting on and managing of performance against lead targets to ensure the effective delivery of objectives.
- Deliver short term or one-off projects and activities as required by and to the desired standards and outcomes agreed with Agents.

**About You**:
Whether you are looking to start your next chapter, or just looking for a new challenge, we’d love to hear from you.
- The ability to demonstrate first class customer service in previous roles.
- You should be professional, hardworking and a great team player with excellent time management skills and be able to operate with a high attention to detail.
- The ability to identify, understand and prioritise customer needs to deliver a high standard of customer service.
- Enjoy working towards individual and agency targets.
- Strong IT skills and ideally experience using Microsoft CRM systems with an ability to adapt to new systems.
- A minimum of National 5 Grades including Maths and English (or equivalent).

**Our commitment to you**:
A comprehensive training programme will be offered to the right person with a range of development opportunities available should you wish to progress your career.

**Benefits**:

- Competitive salary
- Pro-rata equivalent of 25 days holiday per annum, plus bank holidays
- Pension contribution
- Flexible working hours
- A supportive and friendly working environment

**Please note you will be employed by an Agent of NFU Mutual and not NFU Mutual directly.

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