Customer Service Advisor

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

Job summary

A reputable insurance company based in Belfast is seeking a Customer Service Advisor to handle inquiries regarding policy adjustments and renewals. The role entails providing exceptional customer service, processing requests efficiently, and maintaining accurate records. Ideal candidates will have GCSE qualifications, strong keyboard skills, and the ability to work under pressure. Training in customer service and insurance is available but prior experience in the insurance industry is preferred.

Qualifications

• GCSE standard education with a minimum grade C in Maths and English.
• Willingness to undertake relevant customer service and insurance training.
• Good keyboard skills and knowledge of Microsoft Office.

Responsibilities

• Take initial calls from customers regarding policy adjustments and renewals.
• Process and resolve customer requests efficiently.
• Notify underwriters of adjustments and calculate premium changes.
• Maintain accurate customer records according to data protection rules.
• Support departmental goals by demonstrating excellent customer service.

Skills

Customer service skills

Ability to work under pressure

Good keyboard skills

Knowledge of Microsoft Office

Ability to gather and analyse information

Ability to identify customer product needs

Education

Educated to GCSE standard including a minimum of 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 an 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.
• 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.
• Previous experience within the insurance industry would be preferred but not essential.