Customer Service Adviser

Job Description

Salary - £21,500 + Commission

Countrywide are currently looking to recruit a General Insurance consultant to work as part of their General Insurance, Customer Service team.

You will work well in a team environment whilst possessing the drive to maximize personal performance to ensure that activity levels and conversion rates are achieved.

You will be motivated and driven to succeed with a desire to deliver a high level of customer service whilst optimizing retention levels for the general insurance book.

Principle Accountabilities

Driving Results-

• Build professional relationships with existing and potential customers to encourage brand loyalty and improve retention opportunity.
• Deliver exceptional service to customers through intelligent selling by matching customer needs to our relevant products and services
• Take personal responsibility for delivering quality, sales & service targets, through focused inbound and outbound telephony campaigns.
• Take personal accountability for each customer you interact with and ensure queries are resolved at first point of contact where possible.
• Ensure all customer interactions and activities adhere to internal standards and external regulatory requirements.

Coaching & Training-

• Maintain and share best practice techniques, driving self-improvement and team performance.
• Take responsibility for personal development plan, owning actions to improve performance.
• Ensure full product and systems knowledge is continually developed and maintained.
• Proactively seek feedback from Team Leader through regular observations and planned coaching sessions.

Relationships & People

• Actively promote and support team working, working together with team members and Team Leader to achieve team goals.
• Find new ways to improve your relationships with your customers.

• Demonstrate an awareness of internal/external key stakeholders and Product Partners.
• Understand, support and drive sales and marketing campaigns and strategies.

IT/Processes-

• Adhere to best practice processes aligned to mortgage lead generation, new business and related cross sales target achievement.
• Understand and support working practices reviews, streamlining end-to-end procedures and ensuring maximum efficiency.
• Provide ideas and suggestions for improvements to the customer journey.

Skills Knowledge and Experience-

• Proven & documented success in a background of sales & providing high levels of customer service; Knowledge of general insurance is preferable.
• Proven ability to deal with customers over the telephone in a confident and professional manner.
• Proven ability to handle and work through customer objections.
• Strong negotiation and persuasion skills whilst ensuring customer empathy and understanding of customer requirements.
• Ambition and determination to succeed whilst ensuring the customer receives an excellence of customer experience.
• Positive, self motivated and able to work on own initiative and deal with simultaneous activities.
• Ability to work in a team environment and share best customer practice with team colleagues to ensure the goals of the team are achieved as well as individual goals and targets.
• Computer literate.

Rewards-

• Career Progression
• OTE uncapped
• 25 days holiday & Pension

Job Reference: CC00167