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Title Customer Service Advisor
Categories Customer Services
Closing Date: 30/05/2018
Reporting To: Branch Supervisor / Manager
Hours of Work: 09:00 – 17:15 Monday to Friday
Location: Belfast

PURPOSE OF THE ROLE:

  • To work within the Customer Services team responding to customer enquiries regarding new & existing policies in an appropriate manner.
  • To administer renewals within service standards.
  • To issue documentation within service standards.
  • To support the firm’s goals by demonstrating excellent customer service skills.

KNOWLEDGE & EXPERIENCE:

Essential

    • Educated to GCSE standard including Maths and English.
    • Has undertaken (or is willing to undertake) relevant customer service and insurance training.
    • Good keyboard skills and knowledge of Microsoft Office, email and internet.

Desirable

    • At least 1 years Personal Lines Insurance Experience.
    • 3 years insurance experience in any industry.

SKILLS REQUIRED:

    • Excellent telephone manner, customer service skills and the ability to work under pressure.
    • Effective communication skills.
    • Ability to gather and analyse information from the customer.
    • Ability to identify and match the products available with customer requirements.
    • Ability to identify and respond appropriately to an individual customer’s level of understanding.
    • Ability to persuade and influence others.

EXPECTED BEHAVIOURS:

    • Act in an honest and open manner at all times with both the customer and the firm in all matters.
    • Have a customer focused approach.
    • Ensure that business transactions are conducted in a way that is clear and straightforward.
    • Act with integrity by demonstrating fairness and impartiality.
    • Actively seek feedback from customers and report such feedback to the appropriate member of staff.

ACCOUNTABILITIES / RESPONSIBILITIES:

    • To take initial calls from customers regarding mid-term adjustments and existing policy renewals, working within the guidelines provided at all times.
    • To process and resolve customer requests in a polite and efficient manner.
    • To comply at all times with the requirements of the firm’s own procedures, the Financial Services and Markets Act 2000 and FSA regulations.
    • To be aware of, and to follow at all times, the firm’s policy on Treating Customers Fairly.
    • To be aware of, and to follow at all times, the firm’s standards of ethical behaviour.
    • To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.
    • To maintain customer records accurately and securely, in accordance with firm’s own record keeping requirements and following data protection rules.
    • To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.
    • To promote the company through charity, community and any other brand awareness events.
    • Notify policy underwriters of any adjustments, calculate any premium changes and arrange remittance of premium refunds.
    • To support the departmental Key Performance Indicators and sales targets as directed by the Personal Lines Manager.
    • To undertake all other duties as reasonably required and directed.

SPECIFIC KEY TASKS & TARGETS:

  • To be specified as appropriate, in advance for each Performance Review Period.
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