Customer Service Representative

Service Service Employment Agency Limited; Norwich; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

A local insurance brokerage seeks a dedicated customer service representative to deliver exceptional service in home, motor, and travel insurance. You will handle policy documentation, customer inquiries, and complaints, ensuring a seamless experience while adhering to FCA guidelines. The role offers a competitive salary, hybrid working after training, and opportunities for professional development.

Benefits

Monthly bonus up to an additional £100

Annual bonus

Holiday starting at 21 days + bank holidays

10% employer pension contribution

Qualifications

• Minimum of 1 year’s general insurance sales experience (Desirable).
• Understanding of FCA rules and financial regulations.
• Knowledge of property insurance products (Desirable).

Responsibilities

• Provide efficient, professional customer service adhering to FCA guidelines.
• Issue policy documents and manage customer inquiries in a timely manner.
• Underwrite policies within delegated authority and maintain accurate records.

Skills

Understanding of FCA rules

Excellent communication skills

Professional phone manner

Strong customer service skills

Attention to detail

Problem solving skills

Education

GCSE grade A-C or 9-4 in Maths and English

Level 3 Certificate in Insurance (Desirable)

Job description

My client are a local home, motor and travel insurance broking boutique, offering customers their expertise in providing the best quotes for their insurance requirements.

My client is looking for a new member of staff to join their existing close knit team, based just outside of the centre of Norwich.

Job summary

To provide customers with a welcoming, efficient, professional and effective customer service experience, with a high focus on quality and accuracy, adhering to FCA guidelines and TCF principles at all times.

Key responsibilities

• You will obtain appropriate information to ensure products are offered to meet both customer demands and needs.

• You will issue policy documents within regulatory timeframes, including new business, renewals, cancellations and Mid Term Adjustments (MTAs).

• You will underwrite policies within your delegated authority, referring to in-house and external underwriters as required for more complex areas of business.

• You will work as part of the team to manage the ‘renewal’ and ‘new business’ diary.

• You will respond to customer enquiries via telephone, email and post in a timely manner.

• You will manage objections, including policy cancellations, premium increases and claims decisions.

• You will manage customer complaints in a professional and efficient manner, referring details to compliance on receipt.

• You will record and maintain accurate customer information, ensuring records are accurately and efficiently updated.

• You will process payments including renewals, new business and MTAs.

• You will maintain required levels of competence and standards of performance.

• You will work as part of the customer service team to meet team objectives by securing and retaining business.

Qualifications
GCSE grade A-C or 9-4 in Maths and English
Hold or working towards Level 3 Certificate in Insurance (Desirable)

Experience
Minimum of 1 year’s general insurance sales experience (Desirable)

Knowledge and skills
• Understanding of FCA rules, ethics and financial regulations
• Previous experience working in a phone based environment
• Working knowledge of property insurance products (Desirable)
• Excellent communication and organisational skills
• Professional phone manner
• Strong customer service skills
• Excellent attention to detail and accurate record keeping
• Effective questioning and listening skills
• Ability to work independently and as part of a team
• Problem solving skills
• Ability to work to deadlines
• Strong IT skills

Basic Salary of £21,000.00+ NEG DOE reviewed after successful 6 month probation

Monthly bonus up to an additional £100 p/m

Annual bonus

Holiday starting at 21 days + bank holidays, rising with length of service up to 27 days + bank holidays

Hybrid working once trained/competent for the role (2 days at home & 3 days office)

10% employer contribution (employee does not have to contribute)