Customer Service Advisor

AWP Assistance UK Ltd; Croydon; On-site; GBP 24,000 - 32,000; Full time

Job summary

A leading insurance company seeks a Customer Sales Co-Ordinator for their Travel Insurance Hub in Croydon. This role involves proactively selling insurance products while ensuring exceptional customer service and adherence to regulatory standards. The ideal candidate will have strong sales skills and a passion for delivering outstanding customer experiences.

Qualifications

• Proven sales experience, particularly in insurance products.
• Strong communication skills and ability to handle customer objections.
• Knowledge of FCA regulations is a plus.

Responsibilities

• Handle all incoming and outgoing calls professionally.
• Identify opportunities for upgrading customer cover levels.
• Participate in training and team meetings.

Skills

Sales skills

Customer service orientation

Communication

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 business needs.

MAIN RESPONSIBILITIES

Quality and Customer Focus

• Handle all incoming and outgoing 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, building rapport.
• Identify opportunities to upgrade cover levels through effective listening and understanding customer needs.
• Carry out outbound sales activities, adhering to regulatory and customer service standards.
• Capture requested data and provide information to callers.
• Respond to correspondence per procedures.
• Perform departmental administrative tasks.
• Inform supervisors/managers of 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 brands and products.
• Report product or technical issues and customer feedback to management.

Training and Coaching

• Engage in feedback sessions and training provided.
• Identify areas for personal development and communicate training needs.
• Follow call guides and complete mandatory training modules.
• Handle regulated complaints following FCA guidelines.
• Escalate serious issues promptly.

Additional Responsibilities

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

About Allianz

Allianz Group is a trusted insurance and asset management company committed to diversity and inclusion. We foster an environment where everyone feels empowered to grow and succeed, offering careers that develop alongside our growth.

We are dedicated to providing global protection and care through Allianz Partners, a leader in insurance and assistance solutions across various sectors. We are proud to be an equal opportunity employer, welcoming applications from all backgrounds.