Job Description

Reporting to:
Customer Services Section Leader / Senior Business Advisor (Renewals)

Direct Reports:
None

Job Purpose:
To deliver a quality service to existing and new customers, to maximise customer satisfaction, margins, renewal retention and new business conversion, and to improve business profitability and own knowledge of insurance.

Main tasks and responsibilities:

o To act in a compliant and professional manner at all times.

o To maximise margins and renewal retention by ensuring that the company procedures are carried out in a timely manner.

o To maximise new business conversion through effective sales closure.

o To maintain service levels in accordance with customer expectations and the company service standards.

o To handle customer enquiries received by telephone, post, facsimile, e-mail or other means.

o To ensure that all work is carried out to the highest standards and is compliant with Office Procedures Manual and our regulators.

o To develop and maintain good relationships with insurers and knowledge of existing and new products.

o To process mid-term adjustments on customer’s policies.

o To handle first response complaints originating from point of sale activity and existing customers.

o To be aware of the company Business Plan and its main objectives.

o To assist with the integration of acquired books of business.

o To carry out any other duties as reasonably requested by the line manager.


Qualifications

Essential

At least 2 years experience in a customer servicing role.

An excellent understanding of personal lines insurance procedures and products.

Desirable

Progression towards Foundation Insurance Test / Certificate in Insurance

Qualifications/Skills Required

At least 2 years experience in a customer servicing role.