Customer Service Advisor

6 months ago

Motherwell, United Kingdom Policy Expert Full time

**What we can offer**
- Flexible recruitment process to suit your need
- Excellent salary ( £23,000 - uplifted to £24,000 after 1 year )
- Lifestyle programme - featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and free wellness, kids, and learning classes.
- Referral Scheme - earn up to £1000 for referring a friend to work here
- Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year
- Length of Service and monthly recognition awards
- Opportunities for career development and progression
- Access to professionally recognized qualifications with the Chartered Institute of Insurance.
- Enhanced maternity / paternity pay

**The Opportunity**

Customer Service Advisor

Salary - £23,000 uplifted to £24,000 after 1 year.

Hours - 8 hr shift - Monday to Friday - Weekend Availability ( Our office is open Monday - Friday 8:30am - 7.15pm and Saturday 9am - 1pm, so we have various shifts across these hours )

**Why Policy Expert?**

Policy Expert launched in 2011 with a vision to change the insurance market and put people first. We’ve quickly grown from strength to strength to become one of the top 10-home insurers in the UK. We celebrate being the most successful entrant into the home insurance market for the past 20-years.

**What is the secret behind our award winning customer service**

It’s quite simply our people. We empower our colleagues to be human and build relationships to ensure our customers have an individual conversation.

We have the same passion for our people as we do for our customers.

**Why?** Because a great business starts with great people, when the team align with company values, they feel more connected. Our Business Values have been designed for our people by our people.

**Our Business Values**:
**We're Innovative - **we seek out new ideas and ways that make a significant difference - to our people, our customers and our business. We're curious, creative and open minded.

**We're Dynamic - **We're proactive, ambitious and agile. We're non-bureaucratic but remain fully compliant with legislation and regulation.

**We're Collaborative - **We recognise and acknowledge everyone's strengths and we respect other's views. We collaborate freely and foster a phenomenal team spirit.

**We're Supportive - **We care about our people. We have a positive working environment where constructive challenge is encouraged. We support our customers with fairness and honesty to build lasting relationships.

Today, we insure over 1 million home and car insurance customers across the UK and are avid investors in people, as such we are proud of having a score of 4.8 out of 5 stars on Glassdoor (voted by our employees).

Don’t worry if you haven’t worked in insurance before as our structured induction programme and ongoing support will ensure you have the information and skills to kick start your new career, what we ask from you is the willingness and enthusiasm to learn and succeed.

**What you will be doing**

You will be providing an industry leading, customer-focused and professional service to our customers while delivering and exceeding customer-centric and key performance indicators (KPIs). You will customers in their queries, championing the Policy Expert brand through both inbound and outbound calls, online communication providing a top-level service to all Policy Expert customers.

The primary focus for this role is to create an exceptional customer journey by confidently supporting them to obtain quotations and policies for various insurance products. This will include:

- Proactively handle telephone calls from customers who have queries relating to their insurance policy.
- Confidently up-sell additional products to our customers
- Leading the high expectations and standards of our Customer Service within Policy Expert.
- Effectively manage and resolve complaints.
- Handle a high volume of telephone calls from customers who wish to make an adjustment to their insurance policy mid-term.
- Manage a volume of cancellation requests by accurately cancelling insurance policies within the expected timescales.
- Managing a high volume of calls from customers who have queries relating to their insurance payment and direct debit details.
- Contact customers who have defaulted with payments on their policy and confidently negotiating for a positive outcome
- Ensure workloads are completed and delivered by required deadlines and to the required quality standard working in line with FCA compliance and best practice.
- Ensure existing information held is accurate.
- Ensure that you maintain an up-to-date knowledge of our products, processes, and industry developments.
- Driving better customer experience seeking first contact resolution where possible, navigating customer interactions in a friendly, empathetic, efficient manner.

**How we will reward you**
- Employee welfare

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