Insurance Customer Service Representative

Service Service • Permanent • Norwich, Norfolk, England, United Kingdom • £26.50k - £28.50k / year • 5d ago

My client is a local insurance broker specialising in holiday home insurance as well as other insurance products, including Landlord, Home, and Caravans. They offer their customers their personal expertise in providing the best quotes for their insurance requirements.

My client is looking for a new member of staff to join their existing close-knit team, based just outside of the centre of Norwich.

Job summary

To provide customers with a welcoming, efficient, professional and effective customer service experience, with a high focus on quality and accuracy, adhering to FCA guidelines and TCF principles at all times.

Key responsibilities

You will obtain appropriate information to ensure products are offered to meet both customer demands and needs.

You will issue policy documents within regulatory timeframes, including new business, renewals, cancellations and Mid Term Adjustments (MTAs).

You will underwrite policies within your delegated authority, referring to in-house and external underwriters as required for more complex areas of business.

You will work as part of the team to manage the ‘renewal’ and ‘new business’ diary.

You will respond to customer enquiries via telephone, email and post in a timely manner.

You will manage objections, including policy cancellations, premium increases and claims decisions.

You will manage customer complaints in a professional and efficient manner, referring details to compliance on receipt.

You will record and maintain accurate customer information, ensuring records are accurately and efficiently updated.

You will process payments including renewals, new business and MTAs.

You will maintain required levels of competence and standards of performance.

You will work as part of the customer service team to meet team objectives by securing and retaining business.

Qualifications

GCSE grade A-C or 9-4 in Maths and English

Hold or working towards Level 3 Certificate in Insurance (Desirable)

Experience

Minimum of 1 year’s general insurance sales experience (Desirable)

Knowledge and skills

Understanding of FCA rules, ethics and financial regulations
Previous experience working in a phone based environment
Working knowledge of property insurance products (Desirable)
Excellent communication and organisational skills
Professional phone manner
Strong customer service skills
Excellent attention to detail and accurate record keeping
Effective questioning and listening skills
Ability to work independently and as part of a team
Problem solving skills
Ability to work to deadlinee
Strong IT skills

Basic Salary of £24,000 and reviewed after successful 6 month probation - negotiable depending on experience, Monthly bonus up to an additional £100 p/m

Annual bonus

Holiday starting at 21 days + bank holidays, rising with length of service up to 27 days + bank holidays

Hybrid working once trained/competent for the role (1 day at home and 4 days office) following training and a successful probation period

Working hours –week 1 - 8:30am – 5:00pm Week 2 9:30am – 6:00pm, rolling shift pattern

10% employer contribution (employee does not have to contribute)

4 times death in service

BUPA cash plan (medical expenses)

Free parking

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