Insurance Customer Service Representative

Confidential; Norwich; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Hybrid working

Annual bonus

Monthly bonus up to £100

Death in service

BUPA cash plan

Free parking

Holiday 21-27 days

Job summary

Confidential is seeking an Insurance Customer Service Advisor to provide a compliant, high-quality service in a phone-based environment. You will gather information to tailor products, issue policy documents within regulatory timeframes, and support renewals and MTAs.

You will handle inquiries via phone, email and post, manage objections and complaints, and ensure accurate record keeping while working as part of a team to meet targets. Hybrid work is available after training.

Qualifications

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

Responsibilities

• Obtain information to ensure products meet customer demands and needs.
• Issue policy documents within regulatory timeframes for new business, renewals, cancellations and MTAs.
• Underwrite policies within delegated authority, consulting underwriters for complex areas.
• Manage renewal and new business diary with the team.
• Respond to customer enquiries by phone, email and post promptly.
• Manage objections, including policy cancellations, premium increases and claims decisions.
• Handle customer complaints professionally and refer details to compliance on receipt.
• Record and maintain accurate customer information and update records efficiently.
• Process payments including renewals, new business and MTAs.
• Maintain competence and performance standards.
• Collaborate with the customer service team to secure and retain business.

Skills

FCA rules understanding

Phone-based environment

Property insurance

Communication skills

Organisational skills

Professional phone manner

Attention to detail

Record keeping

Independent & team player

Time management

Education

GCSE Maths & English (A-C/9-4)

Level 3 Certificate in Insurance (Desirable)

Tools

IT skills

Job description

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 £24,000 and reviewed after successful 6 month probation - negotiable depending on experience, 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 (1 day at home and 4 days office) following training and a successful probation period

Working hours -week 1 - 8:30am - 5:00pm Week 2 9:30am - 6:00pm, rolling shift pattern

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

4 times death in service

BUPA cash plan (medical expenses)

Free parking