Customer Services Adviser

2 weeks ago

Alton, United Kingdom NFU Agency Full time

**The Role**:
**Customer Services Adviser**

**Circa £24,000 - £27,000 Salary (dependant on experience)**
**Full Time position,**
**Permanent Contract**
**Location: Alton Agency, Hampshire, GU34 3NB**
**Monday to Friday 8:30am to 5pm**

**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 Alton Agency.

**About the role**:
**Purpose**

The role of Customer Service Advisor is critical to delivering the long-term strategy of NFU Mutual - to build sustainable & profitable growth, to be a great company to do business with and to be a great place to work. The role will play an integral role in enabling the efficient processing and co-ordination of customer service-related activity to ensure existing customer receive industry leading levels of care and attention. i

**Accountabilities**

1. To provide first-class support to existing clients, supporting them with policy renewals, mid-terms adjustments to ensure our products and services meet their needs.

2. To arrange and provide advice on general insurance products, ensuring that customers have the most adequate policies that cover their needs.

3. To develop long-term, profitable relationships with prospective and existing clients, being attentive to their needs, delivering exceptional levels of customer care to ensure business is retained and developed year on year.

4. To manage the day-to-day relationships with customers in a time effective and efficient way, whilst ensuring that expectations are managed, and promises are delivered on in a
timely and accurate manner.

5. To identify opportunities for new business sales and cross-sales from existing clients to contribute to the growth of the agency.

6. To develop and build strong relationships with internal colleagues across the business, to ensure the smooth processing of orders and that customer expectations are met and exceeded upon.

7. To be personally responsible for the generation and management of invoicing processing and business reporting to ensure that all sales administration activity is completed in an accurate and timely manner.

8. To provide an attentive claims management service, finalising claims settlements, to ensure a fair customer outcomes are delivered, in line with limits of authority and sign-offs.

**About you**:
**Person Specification, Skills and Experience**
- To have demonstrable experience of working in a customer facing environment, delivering exceptional levels of customer service.
- Have a track record of building strong and long-term relationships with colleagues and customers.
- To be able to display high levels of integrity and trust in everything they do.
- Have excellent verbal and written communication skills.
- To have demonstrable experience of succeeding in a target driven environment.
- A self-starter who is able to show a drive and hunger to achieve excellent results.
- Minimum of GCSE grade A-C (or equivalent) including maths and English.
- Insurance experience would be desirable but not essential.
- Experience in use Microsoft Office suite is desirable

**Our commitment to you**:

- Full on the job training, including system and product knowledge
- Support towards professional qualification through Chartered Insurance Institute qualifications

**Benefits**
- Company pension, on site parking, sick pay, ability for hybrid working

Data will be retained for 6 months before being removed from our system.

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

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