I am recruiting for Customer Care candidates for a fantastic client in the insurance industry.
As well as a competitive basic salary there is the potential to earn a monthly bonus. The company also offer an excellent benefits package.
The Role
The Customer Care department manages customer contacts by telephone, e-mail and Live Chat.
Customer contacts range from general product and website queries through to the processing of mid term adjustments on existing policies within our regulatory guidelines and Client service agreements.
Key Responsibilities • To effectively handle inbound calls regarding insurance and accurately record the outcome of each contact. • To manage customer service enquiries in line with our customer service goals. • To support the Sales Department in taking overflow sales calls if required. • Learn and develop skills to progress through each area of the Customer Care department. Be a customer champion and feedback on processes, policies, products that can help the business improve – be inspiring, be innovative. • Take an active part in team and operational meetings and contribute to the development and success of the Company. • Act with integrity, due care, skill and diligence. • Be open and honest with our regulatory body. • Pay due regard to the interest of customers and treat them fairly. • Maintain a professional and courteous manner towards your fellow team members, customers and clients. • Work within our regulatory framework and adhere to our Quality Assurance Programme. • Comply with the housekeeping rules contained within the Staff Handbook. This list of duties is neither exclusive nor exhaustive and may be amended by Senior Management from time to time, nor is it in an order of importance.
Person Specification • Experience within a Call Centre environment in a similar role. • Experience in dealing with Customer complaints both verbal and written is desirable. • Use of Live Chat or a similar system is desirable. • Excellent communication skills, both written and verbal. • Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction. • Professional telephone manner. • Attention to detail with focus on achieving first time quality.
The department is open :
0830 – 2000 Monday to Friday
0900 – 1700 Saturday
1000 – 1700 Sunday
1000 – 1600 Bank Holidays
So the flexibility to work weekends and early evenings on a rota basis is essential.