Service Coordinator

The Sales and Service team provide high quality tactical sales and customer service solutions for both Broker and Direct business.

This role needs to build rapport and trust with direct clients, Underwriters, Claims Underwriters, Change Management Team, IT, Accounts, Brokers and third party suppliers

The role will involve dealing with a large volume of email enquires, as well as inbound and outbound calls to clients. The role extends to dealing with existing policies by making endorsements, issuing renewals and general policy administration.

Key responsibilities
• Dealing with high volume of calls and emails from clients and potential clients within defined service level
• Liaising with internal and external parties to respond to and resolve queries within processing deadlines
• Actively identifying customers’ needs and providing suitable information on request
• Maintaining a high level of service
• Accurate, timely and efficient data entry and quality checking
• Preparing management information reports as requested using various reporting tools and methods
• Providing process improvement support
• Providing support for projects
• Managing own workflow, diary system and mailboxes
• General administrative duties such as scanning, photocopying, profiling, issuing documentation and mailbox monitoring
• Providing support to other teams to cover absences and peak workloads

 

Key requirements
• Excellent communicator (telephone and email) with first class interpersonal skills
• Clear focus on customer service i.e. a desire to service each client to the best of your ability whilst dealing with a high daily volume of new business quotations and general enquiries.
• Ability to perform to a high standard in a fast paced, pressurised environment.
• Responds positively to challenges and change
• Good team player with positive and flexible approach to work.
• Ability to organise and prioritise and plan workload to meet deadlines
• High level of numeracy and literacy.
• Good knowledge on Microsoft Outlook, Excel, Word and Access.