Account Handler

Markerstudy Retail; Newtownards; Hybrid; GBP 18,000 - 28,000; Full time

Job summary

Markerstudy Retail, based in the United Kingdom, is seeking an Account Handler - SME to join our hybrid call centre within the Commercial Insurance team. You will handle inbound and outbound calls to generate new business and service existing customers, advising and selling suitable insurance products while meeting FCA guidelines.

The role focuses on delivering high‑quality customer service, achieving individual and team targets, maintaining accurate records, and participating in training to

Qualifications

• Clear, transparent communication skills and telephony experience.
• Strong influencer and negotiation skills.
• Passion for helping people with empathy and respect.
• Open to feedback and driving change.
• Commitment to doing what’s right and following through.
• Able to engage positively with diverse people.
• Ability to work independently with minimal supervision.
• Proficient computer skills and MS Office experience.
• Minimum of 5 GCSEs at grade C or above, including Maths and English.

Responsibilities

• Handle inbound and outbound calls to generate new business and service existing customers.
• Advise, recommend, sell and service insurance products to meet customer needs.
• Comply with insurance schemes and underwriting guidelines.
• Aim to meet or exceed personal, team and department targets for productivity and growth.
• Accurately record and maintain customer records per procedures.
• Comply with FCA requirements and scripts.
• Deliver high-quality customer service at all times.
• Participate in training and CPD to grow product knowledge.
• Attend team meetings and briefings and share knowledge.
• Resolve customer complaints in line with company processes.
• Contribute to department success with additional duties as needed.

Skills

Telephony experience

Communication

Negotiation

Empathy and customer care

Feedback & change champion

Independent working

Education

GCSEs including Maths and English

Tools

Microsoft Office proficiency

Job description

Role Purpose

Working within our hybrid call centre as part of the Commercial Team, our overall objective is to achieve operational targets through the promotion, sales and servicing of insurance, whilst providing excellent customer service. You will be an instrumental part of our team with targets including the number of customer contacts made, leads obtained, quotations provided, sales generated as well as quality levels in relation to compliance and customer service.

Title

Account Handler - SME

Department

Commercial Insurance

Duties & Responsibilities

• Handling inbound and outbound calls to generate new business and to service existing customers.
• Advising, recommending, selling, and servicing appropriate insurance products to meet the customer’s demands and needs.
• Complying with all insurance scheme and underwriting guidelines.
• Achieve and exceed all personal, team, and departmental performance targets, maintaining a focus on productivity and business growth.
• Accurately recording and maintaining customer records in accordance with company procedures.
• Complying with FCA requirements, including adhering to agreed scripts.
• Always delivering and maintaining a quality service.
• Ensure continuous professional development by participating in training, e‑learns and courses and recording CPD points.
• Participating in training and coaching sessions and continuous development of knowledge of the product range.
• Always behaving in a professional manner, whilst taking an open and honest approach to all responsibilities.
• Attending and contributing to meetings and team briefings.
• Resolution of complaints from customers and the handling of complaints in line with the company complaints process.
• Contribute to the overall success of the department by performing any other reasonable duties as requested by management.

General

• The adherence to company standards for excellent customer care.
• Embracing company values.
• Promoting the Hughes Insurance brand in every customer contact and acting as an ambassador for the company.
• Communicate positively and effectively across the business, working collaboratively with colleagues at all levels.

Essential Qualifications and Skills

You’ll be

• Able to communicate clearly and transparently, with telephony experience.
• A strong influencer and negotiation skills.
• An individual who has a passion for working with people, and demonstrable ability to act with empathy, dignity, and respect.
• Open to feedback and proactively champion change.
• Passionate for doing what’s right and the determination to follow through.
• Open to positively engaging with all people and possibilities.
• Able to work independently at times with minimal supervision.
• Computer literate ideally with Microsoft office applications experience.
• Minimum of 5 GCSE’s at Grade C or above, including Maths and English, or equivalent qualification.

Desirable Criteria

• Previous insurance experience.
• Experience using Open GI software or equivalent platforms.