Senior Customer Services Agent

Job Details

Contact Info

Contact Person: Tony Martin Email: tmartin@massenhove.co.uk Telephone: 01621 786 220
Job Title: Senior Customer Services Agent

Job Description

Job Profile: Senior Customer Services Agent

Department: Customer Services

Reports to: Customer Services Supervisor

Job Purpose:

To respond promptly and efficiently, via all media, to all customer enquiries regarding their insurance policy. To provide long term customer satisfaction whilst adhering to agreed business processes and procedures. Providing support to colleagues and answering their queries when required, whilst also assisting the Supervisors with other duties as required.

Job Responsibilities:

First line support for all telephone and email enquiries, responding to all queries in a polite and professional manner whilst adhering to TCF principles

To update and revise customers’ policy details making any necessary adjustments and cancellations

Informing customers of other policies and products which they may not have already considered, which could enhance their existing policy

Ensure all processes are undertaken in accordance with the Company’s policies and procedures and in compliance with FSA regulations

Prioritise your workload by planning and focusing your tasks

Promote the Company’s image through all customer interactions

Handle customer objections effectively and in line with business processes

Achieve service level agreements (SLA’s) for telephony and administration tasks

Chasing customers outstanding payments if required

To assist colleagues with queries and provide advice when required

Coaching colleagues on system processes and customer service skills

Assisting Supervisors with the updating of reports and team statistics

Deputise for the Customer Services Supervisor in their absence

To be compliant with health and safety policies at all times

To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times

Any other reasonable duties as required

Job Specific Competencies:

Experience

Experience of liaising directly with customers, preferably in a call centre environment

Established experience of working in the motor insurance industry

Skills

Excellent communication skills, both verbal and written

Good time management and organisation skills

Problem solving skills with the ability to adopt a logical approach to resolving problems

Excellent customer service skills

Good numeracy and literacy skills

Computer literate

Knowledge

Detailed knowledge of insurance products and personal lines insurance

Comprehensive understanding of regulatory requirements (including TCF) and company principles following appropriate training.

Behaviours

Customer focused

Self motivated and enthusiastic

An organised and proactive approach

Able to work on your own initiative and as part of a team

A flexible approach and positive attitude

Desire to learn and develop through continuous training

Approachable and keen to help others

Emphasis on attention to detail and accuracy

Confident in presenting complex information in a clear and concise manner

Strives to deliver performance targets and drive business improvements to contribute to the success of the business

Details

Job Ref: MASS 919 Hours: Full Time Location: Sussex Working Term: Permanent Position Salary: £18,000

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