Customer Services Advisor

Customer Services Advisor

A vacancy has become available in the NFU Mutual Horsham Branch for a Customer Services Advisor.

In this very important role, your responsibilities will include the following:

• Review and process amendments to policies arising from changes to cover and circumstance, seeking opportunities for cross-selling, meeting the customer service standards and ensuring cover is appropriate
• Manage your own Microsoft Dynamics tasks and activities as well as the branch's
• Deliver and contribute to the effective and efficient running of the Branch including managing and directing correspondence, processing renewals, stationery and filing, to maintain customer relationships, to enhance and protect NFU Mutual's reputation and brand
• Identify, analyse and collate data relating to existing customers to generate prospects for General Insurance products and potential cross-selling opportunities for RMS and Life sales
• Collate, analyse and evaluate information for existing target customers to promote and sell, within licensed authority commercial and private General Insurance products, ensuring compliance with sales quality and advice standards and regulatory requirements
• Investigate, consult on and process claims, within licensed authority, applying criteria to prevent loss and fraud, meet customer service standards and identify opportunities for new business
• Policy cancellation refunds and non-payment of premiums, to prevent loss, prevent money laundering, meet customer service standards and maintain profitable growth
• Maintain own knowledge and skills to sell professionally and compliantly, delivering a consistently good experience to customers to meet the requirements and standards of NFUM, T&C scheme and our regulators
• You are the first line into the office on the phone, emails and walk-ins. You must be professional and represent NFU Mutual Horsham at all times

The successful applicant should:

• Have first rate experience in a customer focussed environment
• General insurance experience/knowledge would be advantageous but is not essential
• Be a self-motivated individual
• Charismatic and brilliant with people, you'll be confident engaging with and influencing a wide range of stakeholders
• Have good time management and organisational skills
• Be willing to learn and be enthusiastic
• A desire to work towards individual and agency targets
• The ability to identify, understand and prioritise customer needs in order to deliver a high standard of advice and service
• The ability to manage and prioritise workloads effectively
• The ability to build relationships with customers and colleagues
• Excellent written and verbal communication skills
• Flexibility, adaptability and openness to new ideas
• While you're tenacious in your approach, you'll put people first and make sure their experience reflects our longstanding reputation for outstanding customer service
• Be able to problem solve, using your own initiative and judgement
• Demonstrate attributes of honesty, integrity, due skill, care and diligence

Qualifications/Other:

• You will have a minimum of 5 GCSE's (or equivalent) at Grade C, including Maths and English
• Proficient in the use of Microsoft office and sales support systems

Benefits

• Competitive salary and bonus structure
• Access to staff pension scheme (employer to contribute)
• Opportunity to build a successful career in a business set up for growth

Personal Qualities:

• Customer focus
• Personal effectiveness
• Delivers results
• Business Focus
• Executes Successfully

Job Type: Full-time

Pay: From £25,500.00 per year

Benefits:

• Company events
• Company pension
• Financial planning services
• Free parking

Ability to commute/relocate:

• Horsham: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Expected start date: 01/12/2025