Customer Engagement and Retention Specialist

4 weeks ago

Lincoln, Lincolnshire, United Kingdom PIB Group Full time

Position Overview:

PIB Group is seeking a dedicated Customer Engagement and Retention Specialist. The successful candidate will possess a strong commitment to outstanding customer service and a people-centric approach.

Role Objective:

To directly sell insurance products to clients through both outbound and inbound communications. This role will leverage leads generated within the PIB Group to market insurance policies and maintain customer relationships, striving to meet or exceed established sales goals.

Core Values:

  • Honesty
  • Empathy
  • Listen
  • Problem-solving

Providing exceptional support to our clients is fundamental to our operations.

Key Responsibilities:

  • Develop and nurture relationships with clients while addressing their needs with our offerings.
  • Achieve individual targets and contribute to the overall objectives of the team and organization.
  • Conduct outbound calls to leads sourced from various departments.
  • Retain and enhance revenue streams by renewing policies and preventing cancellations.
  • Approach each day with enthusiasm and a readiness to tackle new challenges.
  • Utilize provided scripts and call guides effectively.
  • Take ownership of personal workload and performance metrics.
  • Stay informed about the latest offers and savings opportunities available to clients.
  • Meet or exceed quality assessment targets consistently.
  • Collaborate with all departments to ensure exceptional service delivery.
  • Provide constructive feedback to the Customer Development Team.
  • Accurately log and track all necessary data to maintain comprehensive records.
  • Report any issues to the Team Leader or a supervisor when necessary.
  • Identify opportunities for improvement in current practices.
  • Prepare for regular performance evaluations and development discussions.
  • Participate actively in team meetings.
  • Perform additional tasks as assigned by Team Leaders or Management.

Additional Information:

Alongside a competitive salary, PIB Group offers a range of benefits:

  • Generous holiday allowance with the option to purchase extra days.
  • Death in Service benefit equivalent to four times the salary.
  • Company pension scheme.
  • Enhanced maternity and paternity leave packages.
  • A flexible benefits package allowing customization of your overall benefits.
  • Access to discounts on various services including technology, entertainment, and travel.
  • Referral programs.
  • Discounted rates on PIB products.
  • Comprehensive employee welfare programs including financial management support, health screenings, and more.
  • Opportunities for community engagement through volunteering days.
  • Discounts on attractions and activities through a kids pass.
  • Extensive learning and development framework, including professional study options.
  • Support for fundraising initiatives through PIB Community Trust.
  • Commitment to reducing environmental impact through sustainable practices.

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