Customer Service Executive

5 days ago

Croydon, United Kingdom The Ardonagh Group Full time

**Context for the Role**:
The Micro/vSME digital centre of excellence is a Contact Centre environment where technology optimisation, customer ease and operational efficiency are the significant drivers. The role will provide broking services to new and existing customers over the phone and via the web.

**Purpose of the Role**:

- Delivery of required business KPI’s
- Supporting the control environment, protecting customers, staff and the business from poor practice
- Supporting the department in meeting all quality and regulatory standards
- Providing technical expertise and support to both internal and external customers

**Key Role Accountabilities**:

- Provide broking and administrative services to customers both over the phone and via digital channels
- Providing advice and information to customers in line with competence
- Meet performance metrics as required by the business
- Compliance with all regulatory requirements
- Meet all requirements of the control environment to protect against financial crime and actively minimise debt exposure
- Build positive relationships and contribute to a collaborative working environment
- Build positive relationships with customers and Insurers and external stakeholders as required
- Take personal responsibility for own development and ensuring knowledge and expertise is kept up to date
- Adheres to all company policies, procedures and business ethics codes
- Undertake any other task that may reasonably be required by the company

**Qualifications & Experience**:
Desirable
- Experience within a customer orientated environment
- Experience of meeting financial, operational, service and quality KPI’s within a volume processing/sales environment
- Experience of working within a regulated financial services environment
- Experience in Insurance Broking
- Cert CII qualification preferable
- Acturis experience
- Experience with micro/vSME customers
- Contact Centre experience

**Person Specification**:

- Strong customer focus
- Team player
- Performance and KPI driven
- Self motivated and able to work quickly and accurately under pressure
- Ability to learn and work with new processes and systems.
- Initiative, proactivity, an enquiring approach, resourcefulness.
- Adaptability, ability to embrace and respond positively to change.
- Attention to detail
- Good numeracy and communication skills.
- Flexibility
- Confident and resilient
- IT literacy

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