Customer Service Advisor / Customer Service Executive

Job Title: Customer Service Advisor

Location: Fort Dunlop, Birmingham

Salary: £16,500 rising to £17,000 after completion of 6 months' probation plus OTE up to £22,000 pa

Week One: Monday - Friday: 09:00am - 17:00pm.

Week Two: Monday & Tuesday: 11.30am - 19:00pm, Wednesday, Thursday and Friday: 12.00pm - 18:30pm. Plus alternate Saturdays: 9:00am - 15:00pm.

This is an exciting opportunity to join one of the largest and most dynamic Insurance Brokers in the Midlands, based at Erdington, Birmingham.

The company is currently looking to fill a number of vacancies within their Customer Service department, to join their expanding business.

The successful candidate will have proven experience within a customer centric/call centre role and demonstrates an ease when based in a high paced busy working environment.

Experience of working within the financial sector would be desirable. If you consider yourself to be an individual who enjoys working within a team environment for a niche broker please apply today!

The Role:

• To provide support to personal lines and commercial clients providing information in response to enquiries about products and services.
• Ensure continuity of service to existing accounts in order to achieve Company objectives and deliver exceptional customer service to the company's clients.
• To meet the required standards as set by company policy and procedures, FCA standards and industry best practice.

Key Responsibilities:

Communication:

• Responsible for both adhering to and evidencing that the customers are treated fairly and in line with Company standards and FCA guidelines.
• Responsible for utilizing up to date call scripting.
• To maintain daily department targets as determined by your manager.
• Deliver and maintain effective communications with departments and work collaboratively with all stakeholders to achieve company targets.

Performance/Productivity Monitoring:

• To respond to enquiries from clients, brokers and Underwriters by telephone, fax, email, letter or face to face within a timely, courteous and helpful manner.
• To work effectively against time management Key Personal Indicators (KPI's).
• To resolve clients queries as a first call resolution.
• To complete the task of fact finding when identifying customers' demands and needs.
• Obtain quotations using in house quotations systems, rating guides or referral to insurers.
• Handle payments, issue invoices, receipts, policy documents and electronically update clients' details accordingly.
• To assist in handling referrals from the supporting administration department in respect of underwriting queries, ensuring client details are updated to reflect.

Accuracy and Error Reduction:

• Maintain and update the Red Amber Green (RAG) system, informing relevant Managers to concerns at set trigger points.
• To ensure all aspects of the role are appropriately Quality Assured.

The Candidate:

Education:

• Minimum 5 GCSE's grade A to D; or equivalent combination of education and relevant experience.

Experience:

• At least 2 years of job related experience preferably in a Customer Service/Call Centre position, or similar technical experience.

Knowledge, abilities and skills:

• Intermediate knowledge of Microsoft Office products and both software houses, OGI and SSP.
• Ability to work independently with minimal supervision, establishing priorities and meeting deadlines.
• Demonstrate strong customer service skills.
• Excellent written and verbal communication skills; requires the ability to communicate with technical and non‐technical users; ability to communicate clearly to Supervisors and Management.
• Strong interpersonal and customer service skills within all levels of the organisation.

Application Procedure:

Should you be interested in this role, please click APPLY and CHECK YOUR EMAILS where you will be sent a link to complete the company's short online assessment, where you will also be required to attach your current CV. Good Luck!

Candidates with the experience or relevant job titles of; Client Support Agent, Customer Service Executive, Client Support, Customer Support, Financial Services, Sales Support, Investment Support, Client Services Support, Customer Service Agent, Telesales, Customer Service Advisor, Inbound Calls, Financial Services Executive may also be considered for this role.