Customer Service Advisor

Acorn Insurance Ltd; Halesowen; On-site; GBP 25,000 - 28,000; Full time

Job summary

A leading insurance provider in Halesowen is seeking a Customer Service Advisor to enhance customer interactions across multiple channels. Applicants should demonstrate strong communication skills, teamwork, and a commitment to quality service. The role involves processing customer accounts and various administrative tasks, working in a supportive environment. This full-time position offers a salary range of £25,877 - £27,515 plus performance-related bonuses. Candidates must have at least one year left on their work visa due to training requirements.

Qualifications

• Proficient in customer service across various channels including web, telephone, and email.
• Capable of working collaboratively in a team environment.
• Strong attention to detail and high accuracy in data entry.

Responsibilities

• Provide exceptional customer service as a first point of contact.
• Validate and process new customer accounts and related queries.
• Identify and communicate key customer issues to management.
• Support continuous improvement in customer experience.

Skills

Strong Communicator

Effective decision maker

Customer Service commitment

Team Player

Ability to prioritise workloads

Adaptable

Computer literate

Attention to detail

Tools

MS Office Suite

Job description

Job Title: Customer Service Advisor

Location: Halesowen (B62)

Salary: £25,877 - £27,515 + up to £2000 Performance related bonus

Job Type: Permanent, Full Time

Working Hours: 37.5 hours per week, Monday to Friday between 08:30am to 18:30pm on a 5-week rotational shift pattern. 1 in 3 Saturdays 09:00am - 17:30pm.

Early Shift: 8:30am – 17:00pm

Mid Shift: 9:00am – 17:30pm

Late Shift: 10:00am – 18:30pm

About the Role

As a Customer Service Advisor, you will provide a professional first point of contact for customers, colleagues and external business partners in order to ensure the delivery of an exceptional customer experience.

What you will be doing

• Serve our customers regardless of the channel they use, e.g. web, telephone, email, etc.
• Use My Policy systems to enter customer data to a high standard of accuracy.
• Validate and process new customer accounts assisting customers with any account related enquiries.
• Maintain a strong and up to date working knowledge of all processes relating to relevant products and services.
• To work collaboratively with your peer group and other colleagues sharing best practice.
• When appropriate, seeks opportunities to add value to the customer and build customer loyalty through the promotion of My Policy products and services.
• Provide administrative support to ensure activities related to customer’s accounts are carried out in a timely manner and records are maintained.
• Establish and communicate high standards of customer service in line with the company’s values and culture.
• Identify and elevate to your line manager any key customer impacting issues to achieve greater business wide success.
• Maintain effective working practices in a team environment, ensuring that compliance and service delivery standards are in line with quality and compliance framework and regulatory requirements.
• Contribute to an open and honest culture within teams through collaborative and supportive working.
• Support a culture of continuous improvement for Customer experience, and operating systems.
• Liaise with relevant stakeholders across the business to instigate and influence positive change.

What we’re looking for

• Strong Communicator
• Effective decision maker in a fast-paced environment
• Individuals who have a passion and commitment to providing quality Customer Service
• Team Player
• Able to prioritise workloads to meet challenging deadlines and ability to multi-task and self-organise.
• Pro‑active and well organised
• Adaptable
• Computer literate and proficient in MS Office suite
• Accuracy and attention to detail
• A desire to develop own skill sets

Additional Information

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate / Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.

Candidates with experience or relevant job titles of Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative will all be considered.