Assistant Customer Care Champion

5 months ago

St Neots, United Kingdom Gallagher Full time

**Assistant Customer Care Champion**
St Neots, England

**Overview**:
**Things you need to know**:

- Lifesure are based in St Neots with free onsite parking and plenty of surrounding amenities.
- Our flexible working hours are Monday-Friday (8:30am-4:30pm or 9:00am-5:00pm).
- Our salary starts at £24,000 with opportunity to earn a bonus.
- Fun and sociable office culture with a tightknit family feel.
- This is a permanent role.
- This is not a sales position.

**A Bit About the Job**:
In this role, you will work alongside and support our existing Customer Care Champion. Your Responsibilities will be:

- Liaise with the FNOL team to ensure service is to the required standards expected.
- Obtain claims information from our Business Partners via claims portals/spreadsheets and update our inhouse claims spreadsheet.
- Administrate and issue claims contact letter for every claim we record on the spreadsheet.
- Monitor the Customer Champion mailbox daily.
- Administrate and help manage all customer interactions successfully right through to completion.
- Obtain, administrate, and evaluate claims feedback from all key claim’s providers.
- Supporting customers with problem claims by intervening and being a supportive enabling factor.
- Pro-actively contact, Park Home, Static Caravan and AXA Motorhome customers to check on the progress of their claims.
- Help identify any problems in the claim process and move the claim on in a speedy manner.
- Respond to all Feefo customer reviews.
- Escalation of any negative reviews to the Sales Team Leaders and Customer Care Champion, via the Feefo Spreadsheet
- Administration and distribution of the Customer thankyou e-card via Greenvelope.
- Contact customers after a claims settlement to confirm if they were happy with the service.
- Contact customers after a total loss to confirm what action they would like to take in relation to their policy.
- Administrate and feedback to Insurer Partners any service-related problem our customers report.
- With the support of the Compliance Team, perform pre agreed administrative duties and support in relation to customer complaints.
- Contact an identified pool of new business customers to introduce Lifesure.
- Confirm the customer has received their policy documents and the cover meets their needs and how to access services.

Qualifications:
**Skills and Experience Required**:

- This role requires you to have some claims experience and customer service experience.
- Experience within Insurance is desirable.
- A good standard of written English and spoken English.
- Politeness, kindness, professionalism, and genuine customer care.
- IT literate.
- Previous experience of the Microsoft Office package.
- Able to analyse, explain and present data.
- An empathetic nature.
- Eligible to work in the UK.

**What you will get in this role**:

- Benefits include 25 days holiday, pension, life insurance alongside many other outstanding benefits.
- Opportunities to earn performance-based bonuses.
- Free mortgage advice.
- Free childcare support.
- Free rugby tickets available to all employees.
- Regular employee social events.
- Discount to employees on Jardine Motor Services - 50% off MOTs

**About Us**: About Us**:
Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive, and people prosper. We live a culture motivated by The Gallagher Way, our set of shared values. A culture driven by our people, over 30,000 strong, serving our clients with customised solutions that will protect them and fuel their futures.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. Gallagher is committed to diversity of opportunity for all and is opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age, and those with caring responsibilities.

We want Gallagher to be the organisation that all our people are proud to be a part of and where everyone can call themselves one of the team. Where our culture is embracing of difference, where you can be the best and, perhaps most importantly, be yourself.

We are all different in some way. If we were all the same, and all thought the same, we would be vulnerable as a group. By welcoming and encouraging diverse opinions and backgrounds within our organisation, we will have a healthier, more innovative, and ultimately more profitable business.

**Additional Information**:
**Gallagher is Disability Confident Committed.**

We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may

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