Customer Retentions Specialist

2 months ago

Ashford, United Kingdom NFU Mutual Agency Full time

**The Role**:
**Customer Retentions Specialist**

**Competitive Salary (dependant on experience)**
**Full Time position**
**Permanent Contract**
**Location: Ashford**

**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 Ashford, Tenterden and Whitfield Agency.

**About the role**:
To support the delivery of the Agency’s strategy to maximise customer retention by effectively promoting the benefits of insuring with NFU Mutual and the Ashford, Tenterden & Whitfield agency in particular.
- To handle all cancellation requests, seeking to retain the customer and where this is not possible obtain their consent to quote in the future.
- Review covers and proactively contact customers to confirm renewals, address objections and secure renewal.
- Obtain and maintain full suite of NFU Mutuals product licences.
- Consistently provide excellent levels of customer service in all interactions with potential and existing customers, delivering on promises, meeting their needs and exceeding expectations.
- Always demonstrate high values of trust and integrity, acting as a positive role model in line with the values and ethos of the Agency.
- Build and maintain effective working relationships within the Agency team and all relevant key contacts and teams within NFU Mutual.
- Ensure all duties are carried out in a way which complies with relevant external legislation and regulation, NFU Mutual compliance and other procedures and local Agency policies and processes.
- Deliver ad-hoc projects and/or other duties as required, to support the delivery of business strategy and enhance customer experience.

**About you**:
**Essential**:

- Proven track record in delivering excellent customer service
- Effective and professional verbal and written communication skills
- Excellent attention to detail and organisational skills
- Good IT skills especially Microsoft Office and the ability to effectively use NFU Mutual systems
- Able to manage own workload and able to work effectively under pressure
- Great team working and ability to build effective relationships through positive behaviours, honesty and integrity.
- Focus on continuous improvement, able to use own initiative
- Demonstrate commitment to quality and compliance with procedures/regulations using due care, skill and diligence
- Desire to be the best, openness to personal development, learning new skills

**Desirable**:

- Knowledge of insurance
- Experience in a retention role
- Experience in regulated environment
- Knowledge of NFU Mutual products
- Connection to farming / rural sector
- Own transport & full UK driving licence

**Our commitment to you**:
At NFU Mutual Ashford, Tenterden and Whitfield we are committed to the well-being, personal and professional development of our employees. We ensure full training and development is maintained including a 5-year plan and potential to complete CII qualifications.

**Benefits**
- A supportive and friendly working environment
- 26 days annual leave plus bank holidays
- Birthday day off in addition to annual leave
- Option to buy/sell 5 days holiday per year
- Health Cash Plan
- Death in Service
- Pension
- Free Parking at all our offices
- Fortnightly fruit deliveries
- Team lunch provided once a month
- Team social events twice a year

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

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