Job Responsibilities
By making the customer experience the focus of all you do, providing an excellent service through various communications channels to ensure the right customer outcome is achieved in each interaction.
The Customer Advisor will work in one of three key business areas - Road, Insurance or Driving School.
This role covers the first and second level of contact with customers through a variety of communication channels. The Customer Advisor will be well versed on a range of products and services and will be able to satisfy the majority of the customer generated requirements during that first contact. Second level contacts include the handoff to more specialised areas, cover high risk/high value premiums or the investigations unit who deal with more complicated complaints. The requirements of the customer may concern a sale, a renewal, a complaint, a claim or a service issue.
In the case of Call Handling, the Customer Advisor will receive requests from new and existing members or Manufacturer's Account Holders for Roadside Assistance and Insurance based products, covering a wide range of enquiries from breakdown processing to claims, amendments or negotiating the retention of policies which are due for renewal.
The workload is driven mostly by incoming communications from customers but Customer Advisors may also be actively involved in outbound sales and service communications to the customer. Generally, the workloads are high with daily, weekly and seasonal fluctuations. The Customer Advisor will endeavour to meet the customer's needs and will have the authority, training, skill and experience to deal effectively with the majority of needs raised. The Customer Advisor is also empowered to deal with customer complaints by exercising their judgement within a set of parameters with a view to successfully resolving issues. Only major or business process complaints should be routed through to the relevant function who can deal with the relevant complaint.
It is imperative that the Customer Advisors work effectively as a team as the skill/experience levels within teams will vary and the sharing of knowledge and supporting colleagues is essential to the efficacy of the team. The Customer Advisor will also interact with colleagues in other departments and their understanding of how the business operates will develop over time. Customer Advisors operate in team sizes of approximately 12-15 people, led by a Customer Team Manager. Customer Advisors may occasionally take customer calls from other departments on an overflow basis in exceptionally busy periods.
- Strives to resolve all customer interactions, welcoming them in a professional manner, building rapport to ensure an excellent and honest customer experience and putting things right should they fail.
- Provides the highest levels of customer satisfaction, by aiming to meet and exceed our customers' expectations, in line with pre-defined values.
- Works effectively with others, showing consideration for colleagues and supporting/helping others to promote a caring and enjoyable employee experience.
- Accountable for delegated responsibility levels
- Fulfil any reasonable ad hoc tasks as requested by a Team Leader
- Inbound calls from new/existing members & customers
- Queries regarding a quotation, renewal or current policy - covering standard and more complex risks
- Offering policy upgrades based on the requirements of the customer
- Processing payments
- Negotiation of renewal terms
- Driving School franchise queries
- Provide underwriting or technical expertise where necessary to obtain the best price for the customer from external suppliers.
- Taking notification of incidents, recording as much info as possible in an accurate manner
- Provide safety advice
- Provide updates on claims/recovery
- Discuss repair options
- Initial assessment of liability
- Investigating in a timely and appropriate way, gathering data and making informed decisions.
- Striving to achieve a balanced and reasonable solution whilst retaining the customer.
- Deal with email/postal queries
- Correspond with frontline advisors and insurance underwriters
- Dealing with instalment account queries - changing bank details, collecting arrears payments
- Running account reports
Outbound departments carry out the same functions but will make calls rather than receiving them.
Conduct Rules
In line with SM&CR requirements, the jobholder must abide by the following conduct rules:
First Tier - Individual Conduct Rules
Rule 1. You must act with integrity
Rule 2. You must act with due care, skill and diligence
Rule 3. You must be open and cooperative with the FCA, the PRA and other regulators
Rule 4. You must pay due regard to the interests of customers and treat them fairly.
Rule 5. You must observe proper standards of market conduct
Rule 6. Act to deliver good outcomes for retail customers
Capability, Knowledge, and Experience
- A real desire to provide outstanding levels of customer service
- Ability to be consistently empathetic and friendly, whilst remaining professional, and balancing customer and business needs.
- Ability to remain calm and customer focused when under pressure
- Ability to converse clearly, good diction, and good standard of spoken English.
- Understands the brand values, and the importance of protecting the brand and doing the right thing by the customer.
Education & Qualifications
Educated to GCSE level and above
Guidant Global (BH4SF) is acting as an Employment Agency in relation to this vacancy.