Customer Service and Sales Support

Our client are a rapidly expanding distributer of equestrian insurance and looking to strengthen its team, it’s a perfect time to join the company, make your mark and be part of its success. Conduct and culture and putting the customer at the heart of their business has resulted in the company’s rapid growth so if you are passionate about helping people, have an eye for detail, a team player then this role is perfect for you.

**Who are they?**

They are passionate about helping people, look for maximising sales opportunities and provide accurate information on products, whilst trouble shooting with website support and providing account maintenance.

**Person Specification**

**Why?**

When anyone is feeling lost, confused or generally a little bit bewildered about something, chances are they’ll ask for advice, dealing with customer queries and questions (as well as the odd complaint), they need help to resolve any issues, or suggest suitable alternatives, and all with a smile, ensuring the high standards of ethical behavior the company expects from its team.

**KEY RESPONSIBILITES**

**Consumer Specific**
- Work as part of the Customer Relations Team in order to provide a dynamic, sensitive, fair and proactive complaints service.
- Handle complaints from receipt through to conclusion ensuring they are handled in accordance with the companies Internal Complaints Procedure (ICP), FCA and CIFOS precedents.
- To actively promote best practice and excellent customer care using various and appropriate communication methods.
- To develop and maintain effective relationships with colleagues, customers and external claims handlers and insurers to support the team and its objectives.
- Accurately record and update complaints on the relevant complaints register.
- Liaise with customers on an ongoing basis (both by phone and through written correspondence) keeping them informed of the progress.
- Plan, organise and prioritise own workload to meet regulatory deadlines and internally agreed service levels.
- Capture root causes of complaints to enable insight into customer pain points and provide feedback to technical insurance administrator of findings, to drive improvements and complaint prevention.
- To keep up to date with any legislative or process changes.
- Support the Head of Customer Operations with day-to-day activities/queries via our external claims handlers.
- Support the wider customer team during peak periods taking inbound calls from customers new business insurance quotes, renewals, midterm adjustments over the phone and any other administrative tasks.
- Promote, guide and offer information to prospects and existing customers on the companies Insurance Products, One Club Membership, Equestrian, Pet and Leisurewear Products.
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
- Process orders, prepare correspondence and fulfil customer needs to ensure customer satisfaction.
- Actively promote the company web site, membership & benefits in order to generate sales within the defined area.
- Puts the customer at the heart of what they do ensuring the right outcome for the customer
- Handling vulnerable customers with sensitivity
- Participate and embrace staff training and coaching.
- Update job knowledge by reading industry publications; maintaining personal networks; keeping abreast with competitor information.
- You may be required to attend and assist at Equestrian Shows where required.

**KEY SKILLS AND EXPERIENCE**
- Insurance experience preferred
- Sales/Telesales experience essential
- In-depth knowledge of customer service principles and practices
- Excellent knowledge of equestrian products and ideally be a horse rider/owner
- Proficiency in CRM systems
- Product knowledge
- Excellent communication, questioning and listening skills
- A polite and friendly manner
- Lots of initiative
- A positive attitude
- Team Player
- The ability to think on your feet
- Decision-making
- Planning and organizing
- Flexibility
- Stress tolerance

All newly appointed staff will undergo a thorough induction to ensure the company provides the skills, knowledge and expertise necessary to fulfil the role and ensure a solid understanding of the company’s expectation in relation to Conduct, Product, TCF, Vulnerable customers, Complaints handling.

The company has a training competence scheme to support employee development and actively supports career progression.

Sanction and credit checks will be undertaken prior to the individual starting employment.

**The Hours - Part Time**

Mon-Fri 9:00-17:30

Office Days Mon/Wed/Thurs

**Salary**

The salary for this position is £23350 (pro-rata to 25.5 hours) There is also a performance related bonus of £200-£300 per month.

**Benefits**
- Staff Discounts on products
- Access to Free Legal Helpline
- Modern office space with excellent transport links
- Free on-site parking
- Discounted G