Customer Retentions Advisor

5 months ago

Motherwell, United Kingdom Policy Expert Full time

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 )

**This is an exciting opportunity to join our growing successful team**

**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 4.9 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 sales key performance indicators (KPIs). You will support customers in their request to obtain quotations and policies for motor insurance products, 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 work from inbound leads that are obtained from a combination of Direct Mail/Websites leads and a third party. Key things you’ll be doing will include:

- Utilising skills learnt in training, closing sales using a consultative and confident approach.
- Proactively speaking to our existing customers, dealing with their current Insurance policy, retaining them as a customer.
- Actively respond to and follow up sales and/ or service enquiries using appropriate methods of communication.
- Regularly achieving sales, service, and productivity targets.
- 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.
- Competently present optional extra products to our customer that appropriately meet their needs.
- Always treat our customers fairly and professionally
- Liaise with and maintain our excellent relationship with insurers and other external partners.
- Commitment to personal development, notably CII Foundation Insurance Test
- 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 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 recognised qualifications with the Chartered Institute of Insurance.

**Benefits**:

- Casual dress
- Company events
- Company pension
- Enhanced Maternity Benefits
- Referral programme
- Wellness programme

**Job Types**: Full-time, Permanent

**Salary**: From £23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- Referral programme

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Applica

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