Customer Support Executive

3 weeks ago

Lincoln, Lincolnshire, United Kingdom PIB Group Full time

Position Overview:

The Customer Service Specialist plays a crucial role in ensuring the smooth operation and profitability of the service branch, aligning with the overarching business objectives.

Key Responsibilities:

  • Lead, inspire, and develop all team members to meet both branch and individual goals.
  • Strategically enhance branch performance in accordance with the established Business Plan.
  • Cultivate and manage a profitable portfolio of general insurance offerings through designated Insurer partnerships to fulfill the Branch Business Plan.
  • Ensure timely and compliant administration for Clients and Insurers, utilizing core PIB systems effectively.
  • Provide expert technical support to both Clients and team members.
  • Foster a motivated team environment, ensuring effective communication and performance evaluations are conducted regularly. Collaborate with Head Office on employment, disciplinary, and Health & Safety matters to achieve satisfactory outcomes.
  • Maintain overall branch compliance, including effective complaint resolution, adequate supervision, and management of third-party relationships.
  • Build and nurture relationships with Clients and Insurers to maximize business opportunities and meet Key Performance Indicators, including income targets.
  • Handle Commercial Lines business within authorized limits and approved markets, referring complex cases to experienced colleagues or Head Office as necessary.
  • Engage in general broking activities, addressing Clients' inquiries and correspondence, managing New Business, Renewals, and Adjustments while ensuring clarity in terms, conditions, and pricing.
  • Adhere to the Compliance Handbook policies and procedures diligently.
  • Utilize core PIB systems consistently, ensuring they are updated for effective Management Information and Reporting.
  • Collaborate with Finance, including Credit Control, to resolve queries efficiently.
  • Participate in Company and/or Branch meetings and events as required, including mandatory training, and achieve CPD minimum requirements through in-house training or self-identified development areas during Performance & Development Reviews.
  • Undertake any other reasonable duties as assigned by management on an ad-hoc basis.

Conduct Expectations:

  • Act with integrity at all times.
  • Exercise due skill, care, and diligence in all activities.
  • Maintain openness and cooperation with regulatory bodies.
  • Prioritize the interests of customers and treat them fairly.
  • Uphold proper standards of market conduct.

Compliance with the FCA Conduct Rules is mandatory and will be assessed through annual performance reviews.

Additional Information:
PIB Group offers a competitive salary along with a comprehensive benefits package, including:

  • Generous holiday allowance with the option to purchase additional days.
  • Death in Service benefit equivalent to four times the salary.
  • Company pension scheme.
  • Enhanced maternity and paternity leave provisions.
  • Flexible benefits package allowing customization of overall benefits.
  • Discounts on technology, entertainment, travel, and more through our benefits portal.
  • Referral schemes and discounted rates on PIB products.
  • Extensive employee benefits and welfare programs to support financial management and well-being.
  • Opportunities for community engagement through volunteering days.
  • A variety of discounts, including family passes for attractions and activities.
  • Comprehensive learning and development framework, including professional study options and apprenticeships.
  • Support for fundraising initiatives through PIB Community Trust.
  • Commitment to reducing environmental impact through sustainable practices.

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