Customer Service Advisor

Policy Expert; United States; Remoto; USD 35.000 - 36.000; Tempo pieno

Vantaggi offerti da questo lavoro

Career Development

Enhanced Holiday Packages

Social events

Employee Wellbeing Programme

Buy and Sell Holiday Scheme

Life Assurance x4 your salary

Prayer room in office

Financial Wellbeing Support

Descrizione del lavoro

Policy Expert in the United Kingdom is seeking a customer-focused role where you will handle inbound calls, chats and enquiries about insurance policies, providing helpful guidance and proactive service to customers.

You’ll support sales by spotting opportunities and guiding customers to the right products, while upholding FCA guidelines and maintaining accurate records.

Join a vibrant team with strong values, career development, wellbeing benefits and a supportive working environment.

Mansioni

• Handling a variety of inbound calls from customers relating to their insurance policies, quotes, renewals and general queries.
• Upselling additional products to meet customer needs.
• Ensure smooth daily operations and meet KPIs.
• Resolve customer complaints effectively.
• Provide clear communication across calls, chat, email and letters.
• Keep FCA guidelines and product knowledge up to date.
• Assist with administrative tasks and proactive outbound calls when required.

Descrizione del lavoro

What’s In It For You

• Career Development and professional qualifications
• Enhanced Holiday, Maternity and Paternity Packages
• Social events throughout the year and vibrant workplace atmosphere
• Employee Wellbeing Programme
• Buy and Sell Holiday Scheme
• Life Assurance x4 your salary
• Prayer room in office
• Financial Wellbeing Support through Bippit

Salary banding £26,000 - £27,000

The Role

In this role, you'll be at the forefront of creating unforgettable customer experiences, embodying the vibrant and professional spirit of Policy Expert. Every interaction is a chance to shine, ensuring that each customer feels valued and supported, whether they're seeking answers or updating their policies. You'll be the friendly voice that leaves a lasting impression, making every call a positive and memorable experience. Alongside answering enquiries, supporting customers through different chat and communication channels, and resolving issues, you’ll also help our sales teams by recognising opportunities, sharing relevant products or services, and confidently guiding customers towards the right solution

Main Responsibilities

• Creating memorable experience:Meeting the expectations of our customers. Handling a variety of inbound calls from customers relating to their insurance policies from quotes, renewing with us and general policy queries. Upselling additional products to our customers.
• Operational Excellence:Ensure smooth daily operations, driving efficiency, adherence to KPI’s/call handling service levels, and continuously improving processes to deliver outstanding service.
• Resolving issues:effectively managing and resolving customer complaints.
• Foster Trust & Inclusion:Contribute to building a work culture rooted in empathy, honesty, and open communication, where every team member feels valued and empowered to contribute.
• Knowledge Mastery:Leverage your knowledge to deliver accurate, up-to-date information, ensuring compliance and operational standards are met.
• Handling Enquiries: Manage inbound calls from customers alongside live chat, emails and letters. Proactively make outbound calls to customers when required and efficiently process administrative tasks when required.
• Communication:Deliver clear communication that resonate with our diverse customers, fostering open dialogue.
• Taking care of the details:Ensure workloads are completed by required deadlines and meet quality standards in line with FCA guidelines and best practice. Keep up to date with products, processes and industry regulations while maintaining accurate existing information.

Additional Duties may include:

• Supporting all areas of business, contacting customers and proactively managing inbound calls from customers with queries regarding their insurance policies from enquiry to purchase.

If you’re ready to take ownership of your career, grow your skills, and be part of something exciting, this could be the perfect next move for you.

CV - we'll anonymise all applications before review to make sure everyone is considered fairly.

We’re proud to be an inclusive employer, championing diversity and offering support at every stage. If you need any adjustments during the application process, just let us know.

We aim to be in touch within 3 working days – whether successful or not.