Customer Service Specialist – Insurance

AXA UK; London; On-site; GBP 28,000 - 38,000; Full time

Job summary

AXA UK is seeking a Customer Service Specialist to enhance their platform support team in London. The role involves managing broker enquiries, providing exceptional service through live chat, and ensuring the profitability of underwritten policies. Candidates should have a strong background in customer service with excellent organizational and communication skills.

Qualifications

• Proven customer service experience via email and telephone.
• Strong interest in developing a career in the insurance sector.
• Ability to manage tight deadlines and priorities.

Responsibilities

• Manage enquiries from brokers and provide exceptional service.
• Conduct daily risk reviews of quotes to ensure portfolio profitability.
• Handle platform referrals and produce quotations promptly.

Skills

Customer Service

Organisational Skills

Attention to Detail

Communication Skills

Computer Literacy

Tools

Excel

Outlook

Word

Job description

Customer Service Specialist – Insurance

Department: General

Employment Type: Permanent - Full Time

Location: London

Reporting To: Lauren Hall

Description

You will be a core member of CFC’s platform support team, a fast growing business unit that is responsible for providing excellent customer service to all brokers using CFC's digital platform, increasing the proportion of business that we are writing through online channels.

Our Platform Support Specialists play a vital role in supporting end-to-end digital customer journeys for anyone using our digital underwriting platform. You’ll be involved in all aspects of servicing our customers, engaging with our brokers, and managing the live chat function.

You’ll be working in a multi-disciplinary team where technology expertise, customer service and underwriting are united in one function, providing a culture where we are constantly striving to improve the broker experience. Digital distribution is constantly evolving so you’ll be faced with an exciting set of challenges not seen in traditional underwriting roles.

About the role

• Respond to and manage enquiries from brokers in a timely and professional manner;
• Provide first class broker servicing through our live chat function;
• Managing the platform team inbox and logging submissions;
• Issuing policies, mid-term adjustments and other documentation;
• Chasing outstanding items such as subjectivities and renewals
• Handling platform referrals quickly and producing quotations within agreed service standards;
• Chasing new business quotations that we are keen to secure;
• Explain the features, advantages and benefits of our products available on the platform, answering coverage and wording queries with confidence;
• Carry out daily risk reviews of broker generated quotes on the platform, to ensure the profitability of the portfolio.
• Carrying out proactive broker engagement in order to get feedback on the platform;
• General ad-hoc administrative duties as required.

About you

• Proven customer service experience, dealing with customers both via email and telephone
• Computer literacy with strong skills in Outlook, Word and particularly Excel
• A strong interest in developing a career in the insurance sector
• Strong organisational skills with the ability to prioritise work to meet tight deadlines and turnaround times
• Excellent level of attention to detail including accurate written and numeracy skills
• Good communications skills, courtesy and patience

Core Values

Love what you do:

We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.

Challenge everything:

We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.

Have fun, be good:

Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.