Customer Services Advisor

Division or department Customer Services

To work as part of a team and individually to ensure that customers are dealt with in a friendly, helpful, and professional way. To make sure that customer’s inquiries, payments, and documents are handled in accordance with company procedures and regulatory requirements. To provide administration support to the sales team.

**Required knowledge and skills**

1. Must have a genuine interest in working with and helping customers, have a positive outlook and a clear focus on high quality engagement and business profit.

2. A good communicator, friendly character and able to see things from the other person's point of view. Able to get on with others and be a team-player. Well-presented and business like.

3. A natural forward planner who critically assesses their own performance. Mature, credible, and comfortable in dealing with various customer types. Reliable, tolerant, and determined.

4. Must have good attention to detail. Keen for new experience, responsibility, and accountability. The ability to handle difficult situations in a patient, calm and effective way. A good understanding of numbers and planning, the ability to be flexible, decisive, and quick-thinking.

**Objectives and Responsibilities**
- To always carry out your duties with due skill, care and diligence and maintain acceptable standard of personal and professional conduct, including, but not limited to, honesty and integrity.
- To ensure compliance with the FCA regulatory requirements, procedures, and customer service standards.
- To always ensure compliance with the Data Protection Act.
- To ensure compliance with Treating Customers Fairly.
- To continue to meet the ‘Good repute’ and Fitness and propriety requirements applicable to your role under the regulatory regime.
- Ensure compliance with relevant regulations and procedures such as the FCA by keeping up to date with all changes in the regulatory framework.
- Maintain adequate competencies in compliance with the FCA Handbook and Code of Conduct rules.
- To complete your required CPD training, allowing you to carry out their job roles.
- Develop relevant knowledge and skills and attend training as required.
- Develop underwriting knowledge
- To be accurate when inputting information into the systems.
- Build knowledge and understanding of products and policies and ensure understanding with your colleagues.
- Complete work such as Acceptance packs, direct debit reports, daily spreadsheet report, Midterm adjustments, diaries etc. as necessary.
- Deliver good customer service by responding swiftly to queries and concerns from clients
- Ensure that all administration processes are completed in line with the company procedure.
- Try to avoid cancellation of policies and resolve issues where possible.
- To process cancellations in accordance with our terms of business, charging the correct fees. To ensure client files and diaries are being completed correctly.
- To Investigate and solve customers’ problems within the required timescales.
- Liaising with insurance companies.
- Process funding company payments and cancellation requests in accordance with the funding company’s procedures
- Process payments and outstanding payments following company procedures.
- To follow the company procedures for requesting documents from clients.
- Update The MID in accordance with the insurance company’s procedures or assist clients with updating the MID themselves.

Maintain detailed knowledge of market conditions
- Maintain a flexible approach to accommodate the company’s changing needs and growth.
- Maintain a flexible approach to shift patterns as reasonably requested by the management team.
- Share best practice and offer ideas for continuous improvement.
- Always represent Executive Insurance Services in a professional manner.

**Salary**: From £20,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Profit sharing

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Eastbourne, BN21 3BB: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

Reference ID: Exec - CS 001