Retentions Administrator

3 days ago

Salisbury, United Kingdom Tedaisy Insurance Group Full time

Retentions Administrator

Role Summary

The Retentions Administrator is responsible for undertaking administrative duties and improving the administrative practices within the retention team.

To work closely with the team resolving customer enquiries in line with agreed SLA’s and procedures.

**Responsibilities**:

- Implement and adhere to the Company's procedures and policies
- Productivity; right first time
- Produce daily retention and phone stats
- Produce weekly rota’s for agents including breaks and outbound designated call slots
- Validation of agent data on a weekly basis
- To provide cover to Live Chat (Chatbot within 20 seconds), once rolled out within the retentions team
- Check BacsActive/PH direct debit details for agents
- Abandoned cart/Winback/Expired policy - Mailchimp
- Deal with customer enquiries in a timely manner and providing phone cover for the retention agents when required (taking messages/arranging call backs)
- Avoid customer dissatisfaction through first contact / early resolution
- Find solutions to discrepancies by working with other employees and correcting any errors
- Trustpilot invitations
- Create efficient and effective methods for tracking retention team data
- Answer questions from co-workers, customers, or stakeholders regarding retention service issues.
- Other duties which may be assigned by the business to include cover for the Customer Service and Claims team

Experience, Qualifications & Skills
- Excellent understanding of adherence to all legislation for the insurance industry
- Maths GSCE or equivalent
- Experience working as an Administrator or similar is preferable
- Great attention to detail and good organisational skills
- An analytical thinker with a proactive attitude

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

**Salary**: £19,000.00-£21,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- customer service: 1 year (preferred)

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