Administrator

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Job Details

Contact Info

Contact Person: Tony Martin Email: tmartin@massenhove.co.uk Telephone: 01621 786 220
Job Title: Administrator

Job Description

Department: Motor Breakdown

Purpose:

The job holder is responsible for providing a range of technical administration activities, processes and associated services relating to the delivery of services and support to our customers brokers in the Motor Breakdown Class.

Key Responsibilities:

Ensuring a high level of service and accuracy in respect of all tasks and activities undertaken

Undertaking quality checks of business that is received to ensure that it is acceptable for cover and that any documents produced are correct prior to despatch.

Accurately enter and maintain computer records.

Draft and issue correspondence to customers and brokers ensuring that all documents are complete and accurate in accordance with established standards

Respond to telephone enquiries in a professional, courteous and efficient manner.

Provide brokers with relevant product information that is clear, fair and not misleading

Understand and be able to explain policy cover in line with terms and conditions.

Establish and maintain effective communication and relationships with all colleagues and customers (including outsourced operations), promoting a professional business image.

Contribute to the achievement of team and operational targets.

Operate within own area of accountability, proactively escalating issues and seeking guidance.

Understand and apply all company policies and procedures to ensure service standards are met in accordance with internal SLA and FSA requirements.

Understand business issues and recommend solutions to improve.

Understand and apply all legal, regulatory, information security and compliance requirements.

Provide support and guidance to others as required.

Identify, make recommendations on and implement improvements to process and procedures within your remit

Ensure complaints are handled efficiently and effectively, taking appropriate action to address issues raised

Contribute to a performance orientated culture, enabling all staff to contribute effectively and be continually motivated to achieve high levels of productivity and outputs

Understand and adopt a Treating Customers Fairly approach to all aspects of day-to-day work and develop a team culture that reflects TCF principles

Contribute to an environment where culture and behaviours are consistent with the organizations chosen culture

Competencies:

Strong attention to detail

Accurate keyboard skills

Experience of working in a customer focus environment.

Ability to analyse and process data

Works on own initiative.

Decision making abilities

Commitment, dedication and flexibility to meet business needs

Good interpersonal and customer service skills

Knowledge of insurance principles and products

Personal Qualities:

Patient in explaining technical concepts

Confidence to handle difficult situations and saying “no” to brokers and customers

Self motivated and able to help others motivate themselves.

Embraces change and encourages team members to do the same

Takes responsibility for the results of his/her actions/decisions, whether they prove to be successes or mistakes

Is well organised and gets things done on time and to the standard required

Is approachable at all levels and always ready to listen

Is prepared to adapt working methods and those of the team to achieve the team goals

Details

Job Ref: MASS 938 Hours: Full Time Location: Brentwood / Essex Working Term: Permanent Position Salary: Negotiable

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