Insurance Customer Experience Advisor

The Acorn Group; Halesowen; On-site; GBP 27,000 - 29,000; Full time

Job summary

The Acorn Group is hiring a Customer Service Advisor to be the first point of contact for customers, colleagues and external partners, delivering an exceptional customer experience across web, phone and email. You will use My Policy systems to enter data accurately, validate new accounts, and stay up to date with policies and regulatory requirements.

All roles require DBS and financial checks. DBS/financial checks: mandatory.

Qualifications

• 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

Responsibilities

• 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.
• Establish and communicate high standards of customer service in line with the company’s values and culture.
• Identify and escal 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.

Skills

Customer service

Teamwork

Multitasking

Organisational skills

Tools

MS Office

Job description

The Acorn Group is hiring a Customer Service Advisor to be the first point of contact for customers, colleagues and external partners, delivering an exceptional customer experience across web, phone and email. You will use My Policy systems to enter data accurately, validate new accounts, and stay up to date with policies and regulatory requirements.

All roles require DBS and financial checks. DBS/financial checks: mandatory.