Customer Service Executive

Talent Fox Recruitment; Northampton; Hybrid; GBP 25,000; Full time

Job summary

A recruitment agency is seeking a Centre of Excellence Advisor in Northampton. This role focuses on supporting customers purchasing Travel Insurance, building rapport, and identifying upselling opportunities. The position offers a salary of £24,900 plus bonuses, with a training period of 3 months on-site and a hybrid working option thereafter.

Qualifications

• Ability to explain simply and clearly, build rapport with customers.
• Avoid assumptions and strive to understand.
• Maintain attention to detail.

Responsibilities

• Enhance customer experience by establishing rapport.
• Identify upselling opportunities and escalate.
• Develop and maintain customer relationships.

Skills

Good communication skills

Curiosity and independent thought

Accuracy and attention to detail

Teamwork

Self-awareness and honesty

IT proficiency

Tools

Word

Excel

Outlook

Job description

Overview

The role expands client support in the insurance arena, with permanent opportunities and potential for career progression. Start date: 20 October. Salary: £24,900 basic plus a minimum £200 monthly bonus. Training: 3 months on site, then option for hybrid work (maximum 1 day a week in the office). Working pattern: 6 days on, 4 days off, 37.5 hours per week between 8.00 and 8.30 starts. Travel required (driver ideally due to location).

Role Summary

The purpose of this role is to support customers in purchasing a Travel Insurance policy. This might be as a new customer or at the point of renewal. As a Centre of Excellence Advisor, you will have the customer at the forefront of your mind while meeting their needs with a policy that is right for them.

Role and Responsibilities

• Enhance the customer experience by establishing and building customer rapport through personal conversations.
• Make it easy for customers to deal with and interact with us.
• Identify upselling and cross-selling opportunities during customer interactions and escalate to appropriate teams.
• Anticipate customer needs, utilising product knowledge to meet and exceed expectations.
• Implement company call flows and best practices to maximise customer experience and commercial performance.
• Achieve operational and productivity-related targets in line with business objectives.
• Maintain a relentless focus on improving our customers' experience and the perception of our brands.
• Develop, nurture, and maintain customer relationships throughout the journey.
• Own your own development, continually striving for the best version of yourself.
• Be motivated by feedback, actively seeking input from colleagues and leaders to improve performance.
• Support company policy and best practice in compliance and regulatory requirements, with emphasis on protecting sensitive information.

Essential Skills

• Good communication skills — ability to explain simply and clearly, build rapport with customers.
• Curiosity and independent thought — avoid assumptions and strive to understand.
• Accuracy and attention to detail.
• Teamwork, building relationships across the organisation and externally.
• Self-awareness and honesty to proactively develop skills and behaviours.
• IT proficiency, especially Word, Excel, and Outlook.