Description

Customer Service and Sales Support

Part Time – Bradford

Description

Our client are one of the leading distributers of equestrian insurance and looking to for the perfect person to join their expanding team, to make their mark on its ongoing success. 

Job Responsibilities

• Work as part of the Customer Relations Team in order to provide a dynamic, sensitive, fair and proactive complaints service.
• Handle complaints from receipt through to conclusion ensuring they are handled in accordance with the companies Internal Complaints Procedure (ICP), FCA and CIFOS precedents.
• To actively promote best practice and excellent customer care using various and appropriate communication methods.
• To develop and maintain effective relationships with colleagues, customers and external claims handlers and insurers to support the team and its objectives.
• Accurately record and update complaints on the relevant complaints register.
• Liaise with customers on an ongoing basis (both by phone and through written correspondence) keeping them informed of the progress.
• Plan, organise and prioritise own workload to meet regulatory deadlines and internally agreed service levels.
• Capture root causes of complaints to enable insight into customer pain points and provide feedback to technical insurance administrator of findings, to drive improvements and complaint prevention.
• To keep up to date with any legislative or process changes.
• Support the Head of Customer Operations with day-to-day activities/queries via our external claims handlers.
• Support the wider customer team during peak periods taking inbound calls from customers new business insurance quotes, renewals, midterm adjustments over the phone and any other administrative tasks.
• Promote, guide and offer information to prospects and existing customers on the companies Insurance Products, One Club Membership, Equestrian, Pet and Leisurewear Products.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Process orders, prepare correspondence and fulfil customer needs to ensure customer satisfaction.
• Actively promote the company web site, membership & benefits in order to generate sales within the defined area.
• Puts the customer at the heart of what they do ensuring the right outcome for the customer.
• Handling vulnerable customers with sensitivity.
• Participate and embrace staff training and coaching.
• Update job knowledge by reading industry publications; maintaining personal networks; keeping abreast with competitor information.
• You may be required to attend and assist at Equestrian Shows where required.

Skill Requirements:

• Insurance experience preferred
• Sales/Telesales experience essential
• In-depth knowledge of customer service principles and practices
• Excellent knowledge of equestrian products and ideally be a horse rider/owner
• Proficiency in CRM systems
• Proficiency in MS Office applications
• Product knowledge
• Excellent communication, questioning and listening skills
• A polite and friendly manner
• Lots of initiative
• A positive attitude
• Team Player
• The ability to think on your feet
• Decision-making
• Planning and organizing
• Flexibility
• Stress tolerance

Package

• £23,350 (pro-rata to 25.5 hours)
• Performance related bonus - £200-£300 per month
• Hybrid working
• Staff Discounts on products 
• Access to Free Legal Helpline
• Modern office space with excellent transport links
• Free on-site parking
• Discounted Gym Membership
• Private Pension Scheme
• Hybrid office and home working
• 25 Days annual leave plus bank holidays (pro rata for part-time)
• Extra day holiday after 2 years’ service
• Employee assistance programme
• Life insurance (Death in Service) scheme
• Free eye tests
• CPD - Training and qualifications in insurance if interested