Customer Service Advisor

Oakland Insurance Services Ltd; Belfast; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local insurance company in Belfast is seeking a Customer Service Advisor. You will handle customer inquiries regarding policy adjustments and renewals while maintaining high standards of service. Ideal candidates possess strong communication skills, attention to detail, and an ability to work under pressure. Relevant training will be provided, and previous experience in the insurance industry is preferred but not essential.

Qualifications

• Educated to GCSE standard including a minimum of grade C in Maths and English (or equivalent).
• Willing to undertake relevant customer service and insurance training.
• Good keyboard skills and knowledge of Microsoft Office, email and internet.

Responsibilities

• Take initial calls from customers about policy adjustments and renewals.
• Process and resolve customer requests efficiently.
• Notify underwriters of adjustments and calculate premium changes.

Skills

Customer service skills

Telephone manner

Microsoft Office knowledge

Ability to work under pressure

Information analysis

Persuasion and influence

Education

GCSE standard including minimum grade C in Maths and English

Job description

Customer Service Advisor based in Belfast.

Responsibilities

• To take initial calls from customers regarding midterm adjustments and existing policy renewals, working within the guidelines provided at all times.
• To process and resolve customer requests in a polite and efficient manner.
• Notify policy underwriters of any adjustments, calculate any premium changes and arrange remittance of premium refunds.
• To be aware of, and to follow at all times, the firms policy on Treating Customers Fairly.
• To be aware of, and to follow at all times, the firm's standards of ethical behaviour.
• To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.
• To maintain customer records accurately and securely, in accordance with firm's own record keeping requirements and following data protection rules.
• To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.
• To promote the company through charity, community and other brand awareness events.
• To comply at all times with the requirements of the firm's own procedures, the Financial Services and Market Act 2000 and FSA regulations.
• To undertake all other duties as reasonably required and directed.
• To support the departmental Key Performance Indicators and sales targets as directed by the Managing Director.
• To work within the Customer Services team responding to customer enquiries regarding new & existing policies in an appropriate manner.
• To administer renewals within service standards.
• To issue documentation within service standards.
• To support the firm’s goals by demonstrating excellent customer service skills.

Skills and Qualifications

• Educated to GCSE standard including a minimum of grade C in Maths and English (or equivalent).
• Has undertaken (or is willing to undertake) relevant customer service and insurance training.
• Good keyboard skills and knowledge of Microsoft Office, email and internet.
• Excellent telephone manner, customer service skills and the ability to work under pressure.
• Ability to gather and analyse information from the customer.
• Ability to identify and match the products available with customer requirements.
• Ability to persuade and influence others.
• Previous experience within the insurance industry would be preferred but not essential.