Customer Service Advisor

Allianz; Croydon; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading company in the insurance sector is looking for a Customer Sales Co-Ordinator for their Travel Insurance Hub. This role focuses on enhancing customer experiences while maximizing sales of insurance products. The ideal candidate demonstrates strong communication skills and the ability to follow compliance regulations, contributing to a supportive and proactive team environment.

Qualifications

• Proficient in communication and customer service skills.
• Experience in handling sales calls and customer objections.
• Ability to operate within FCA compliance regulations.

Responsibilities

• Handle incoming and outgoing sales calls while adhering to customer service standards.
• Maximize sales opportunities through effective communication.
• Manage regulated complaints following FCA guidelines.

Skills

Communication

Sales Skills

Problem Solving

Job description

Job Title: Customer Sales Co-Ordinator - Travel Insurance Hub

Reporting to: Customer Sales Manager - Travel Insurance Hub

Department: Travel Experience Hub

OBJECTIVE OF THE ROLE

To provide a professional and proactive approach in selling insurance products or upgrades in line with the principles of treating customers fairly.

Maximise sales opportunities by utilising your sales skills, ensuring the best and most appropriate products are discussed with customers during telephone calls.

Deliver outstanding experiences to customers each and every day in line with our Business Partners contractual agreements.

HOURS

Based on 35 hours per week. Shifts covering 8am to 6pm Monday to Friday and 9am to 1pm on Saturday. Hours may vary in line with the needs of the business.

MAIN RESPONSIBILITIES

Quality and Customer Focus

Our vision is to be renowned as the caring premium UK insurance provider. We strive to deliver an exceptional customer experience throughout the claim lifecycle.

• Handle all incoming and outgoing telephone calls in a helpful, friendly, polite, and professional manner.
• Follow specific call guides or processes as required.
• Handle customer objections positively and actively attempt to overcome them in line with sales guidance materials. Build rapport with callers.
• Look for opportunities to upgrade cover levels through effective listening and identifying customer needs.
• Carry out outbound sales activities, ensuring compliance with regulatory and customer service standards.
• Capture all requested data and provide information to callers.
• Respond to correspondence according to procedures.
• Perform administrative tasks within the department.
• Inform Supervisor/Manager of any service failures or potential issues.

FCA Compliance

• Operate within and adhere to all FCA regulations.
• Follow the procedure-based sales approach.

Communication, Collaboration, and Engagement

• Participate in performance reviews, team meetings, and provide feedback.
• Maintain up-to-date knowledge of the brands and products.
• Share product and technical updates with the team.
• Highlight customer feedback or product trends to management.

Training and Coaching

• Participate in feedback sessions and training programs.
• Engage positively in training opportunities.
• Identify areas for improvement and seek additional training if needed.

Complaint Handling

• Handle regulated complaints within FCA guidelines.
• Escalate serious or contentious issues promptly.
• Manage complaints to resolution within your authority limits.

Additional Responsibilities

• Maintain a safe and tidy work area.
• Notify management of health and safety issues.

About Allianz

Allianz Group is a trusted global insurance and asset management company. We are committed to diversity and inclusion and are proud to be an equal opportunity employer. We welcome applications from all backgrounds.

Join us and let's care for tomorrow.