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Customer Service Advisor

Location: Pendeford Business Park, Overstrand, Wolverhampton, WV9 5AP.

Competitive Salary

Hours: To cover shifts

Week one: Monday – Friday: 09:00am – 17:00pm.
Week two: Monday & Tuesday: 11.30am – 19:00pm, Wednesday, Thursday and Friday: 12.00pm – 18:30pm.
Plus alternate Saturdays: 9:00am – 15:00pm.

 

Role purpose

Whether you are joining our Sales or Customer service areas, your ultimate goal will be to provide excellent customer service to our customers and clients.

As an integral member of the team, you will take personal ownership for the quality of allocated work, ensuring the quality of call handling is in accordance with Premium Choice values.

As a Customer service advisor, you will hold the primary relationships with our customers, ensuring that the customer receives a high quality customer experience throughout the lifecycle of their policy.

You will interact with customers in need of assistance with a sense of urgency, providing on-going support through added value services.

 

Key accountabilities

  • To complete the task of fact finding when identifying customers’ demands and needs.
  • Offer clients first call resolution and where deemed applicable escalating complaints through the complaints procedure.
  • To administer supporting written correspondence regarding insurance cover details to clients of Premium Choice.
  • To assist in continually improving customer satisfaction, with an emphasis on quality and productivity.
  • Responsible for both adhering to and evidencing that the customers of Premium Choice are treated fairly and in line with: Company standards and FCA guidelines.
  • Responsible for utilising up to date call scripting.
  • Deliver and maintain effective communications with departments and work collaboratively with all stakeholders to achieve company targets.
  • To respond to enquiries from clients, brokers and Underwriters by telephone, fax, email, letter or face to face within a timely, courteous and helpful manner.
  • To work effectively against time management Key Personal Indicators (KPI’s).
  • All duties to be performed in the accordance with Company procedures and regulatory requirements as set by the FCA Guidelines.

 

Minimum requirements

 

Education

  • Minimum 5 GCSE’s grade A to D; or equivalent combination of education and relevant experience.

 

Experience

  • At least 2 years of job related experience preferably in a Customer Service/Call Centre position, or similar technical experience.

 

Knowledge, abilities and skills

  • Intermediate knowledge of Microsoft Office products and both software houses, OGI and SSP.
  • Ability to work independently with minimal supervision, establishing priorities and meeting deadlines.
  • Demonstrate strong customer service skills.
  • Excellent written and verbal communication skills; requires the ability to communicate with technical and non‐technical users; ability to communicate clearly to Supervisors and Management.
  • Excellent attention to detail, ensuring above minimum standards of work output.
  • Successful candidates will undergo 9 weeks of training between the hours of 9am to 5pm. Once training is completed this role will move onto a shift basis of 37 hours per week across 5 days including alternate Saturdays.

Sales Advisor 

Location: Pendeford Business Park, Overstrand, Wolverhampton, WV9 5AP.

Competitive Salary

Hours: To cover shifts

Week one: 9:00am – 17:00pm.

Week two: 13:00pm – 20:00pm.

Alternate Saturdays: 9:00am – 15:00pm.

This is an exciting opportunity to join one of the most dynamic and largest Insurance Brokers in the Midlands, based at Pendeford Business Park, Wolverhampton.

We are currently looking to fill a number of vacancies within the Sales department, to join our expanding business.

The successful candidate will have proven experience within a customer centric/call centre role and demonstrates an ease when based in a high paced busy working environment.

Experience of working within the financial sector would be desirable. If you consider yourself to be an individual who enjoys working within a team environment for a niche broker please apply today!

 

Key responsibilities

  • To ensure new business insurance enquiries are received by telephone and all relevant information required is obtained and communicated whist adhering to FCA regulatory requirements, Credit Card Payment Industry Standards and GDPR.
  • Working with both the Sales Performance Manager and Underwriting team, to maintain Company best practice when communicating up to date new business insurance policy details to clients of the company.
  • Follow a set sales structure to confirm the needs and demands of the customer and sell both core and additional products, must follow a completion of a task of fact finding exercise to identify customers’ demands and needs.
  • To follow relevant call transcripts as determined by Company standards.
  • Obtain information using quotation system, rating guides or by referral to insurers. Communicate quotations advising the most appropriate, to ensure we meet the client’s needs.
  • To update client’s personal details via OGI and SSP systems.
  • To assist in ensuring accuracy of work evidenced in both documentation and computer input.
  • Keep up to date and work within industry best practice guidelines, meeting FCA guidelines in order to effectively carry out the Sales Advisor role.
  • You will receive regular call monitoring and management feedback in relation to compliance, meeting FCA standards.

 

Key requirements

 

Education

  • Minimum 5 GCSE’s grade A to D; or equivalent combination of education and relevant experience.

 

Experience

  • At least 2 years previous Sales experience preferable, Industry experience is not essential.

 

Knowledge, abilities and skills

  • Knowledge of sales and target driven techniques.
  • Ability to demonstrate excellent communication and interpersonal skills.
  • Ability to receive feedback in a positive and constructive manner.
  • To display patience and adaptability in approach to customers.
  • Knowledge of Microsoft Office products and both software houses, OGI and SSP.
  • Ability to work independently with minimal supervision, establishing priorities and meeting deadlines.
  • Demonstrate strong people skills.
  • Excellent verbal and written communication skills; requires the ability to communicate with technical and non‐technical users.

Successful candidates will undergo 9 weeks of training between the hours of 9am to 5pm. Once training is completed this role will move onto a shift basis of 37 hours per week across 5 days including alternate Saturdays.

Renewals Advisor

This is an exciting opportunity to join one of the most dynamic and largest Insurance Brokers in the Midlands, based at Pendeford Business Park, Overstrand, Wolverhampton, WV9 5AP.

We are currently looking to fill a number of vacancies to join our expanding business.

The successful candidate will have proven experience within a contact centre environment and is at ease in a high paced busy working environment.

Experience of working within the financial sector would be desirable. If you consider yourself to be an individual who enjoys working within a team environment for a niche broker please apply.

Insurance experience preferred but is not essential.

 

Role purpose

To accurately confirm and collate information provided by existing clients over the telephone in order to convert quotations into business cases and to exceed targeted monthly retention income.  To meet the required standards of company policy and procedures, FCA standards and industry best practice.

 

Key accountabilities

  • To ensure insurance renewal enquiries are received by telephone and all relevant information required is obtained and communicated whist adhering to FCA regulatory requirements, Credit Card Payment Industry Standards and the GDPR.
  • Follow a set renewals structure to confirm the needs and demands of the customer and sell both core and additional products, following completing a task of “fact finding” to identify customer requirements.
  • To follow relevant call transcripts as determined by Company standards and FCA guidelines.
  • Attention to detail and accuracy of data collaboration are imperative to this role and all renewals staffs are quality assurance monitored to ensure above standard results are achieved.
  • Obtain information using quotation system, rating guides or by referral to insurers. Communicate quotations advising the most appropriate to meet the client’s needs.
  • To update client’s personal details via OGI and SSP systems.
  • Responsible for up to date maintenance of individual diary system.

 

Skills and personal attributes

  • Knowledge of sales and target driven techniques.
  • Ability to demonstrate excellent communication and interpersonal skills.
  • Ability to receive feedback in a positive and constructive manner.
  • To display patience and adaptability in approach to our customers.
  • Knowledge of Microsoft Office products and both software houses, OGI and SSP.
  • Ability to work independently with minimal supervision, establishing priorities and meeting deadlines.
  • Demonstrate strong people skills.
  • Excellent verbal and written communication skills; requires the ability to communicate with technical and non‐technical users.

 

Hours of work

Week one:                               9:00am – 17:00pm

Week two:                              13:00pm – 20:00pm

Alternate Saturdays:         9:00am – 15:00pm