Customer Service and Sales Support

The Role

• Work as part of the Customer Relations Team in order to provide a dynamic, sensitive, fair and proactive complaints service.
• Handle complaints from receipt through to conclusion ensuring they are handled in accordance with the companies Internal Complaints Procedure (ICP), FCA and CIFOS precedents.
• To actively promote best practice and excellent customer care using various and appropriate communication methods.
• To develop and maintain effective relationships with colleagues, customers and external claims handlers and insurers to support the team and its objectives.
• Accurately record and update complaints on the relevant complaints register.
• Liaise with customers on an ongoing basis (both by phone and through written correspondence) keeping them informed of the progress.
• Plan, organise and prioritise own workload to meet regulatory deadlines and internally agreed service levels.
• Capture root causes of complaints to enable insight into customer pain points and provide feedback to technical insurance administrator of findings, to drive improvements and complaint prevention.
• To keep up to date with any legislative or process changes.
• Support the Head of Customer Operations with day-to-day activities/queries via our external claims handlers.
• Support the wider customer team during peak periods taking inbound calls from customers new business insurance quotes, renewals, midterm adjustments over the phone and any other administrative tasks.
• Promote, guide and offer information to prospects and existing customers on the companies Insurance Products, One Club Membership, Equestrian, Pet and Leisurewear Products.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Process orders, prepare correspondence and fulfil customer needs to ensure customer satisfaction.
• Actively promote the company web site, membership & benefits in order to generate sales within the defined area.
• Puts the customer at the heart of what they do ensuring the right outcome for the customer.
• Handling vulnerable customers with sensitivity.
• Participate and embrace staff training and coaching.
• Update job knowledge by reading industry publications; maintaining personal networks; keeping abreast with competitor information.
• You may be required to attend and assist at Equestrian Shows where required.

About You

• Insurance experience preferred
• Sales/Telesales experience essential
• In-depth knowledge of customer service principles and practices
• Excellent knowledge of equestrian products and ideally be a horse rider/owner
• Proficiency in CRM systems
• Proficiency in MS Office applications
• Product knowledge
• Excellent communication, questioning and listening skills
• A polite and friendly manner
• Lots of initiative
• A positive attitude
• Team Player
• The ability to think on your feet
• Decision-making
• Planning and organizing
• Flexibility
• Stress tolerance

Benefits

• Staff Discounts on products
• Access to Free Legal Helpline
• Modern office space with excellent transport links
• Free on-site parking
• Discounted Gym Membership
• Private Pension Scheme
• Hybrid office and home working
• 25 Days annual leave plus bank holidays (pro rata for part-time)
• Extra day holiday after 2 years’ service
• Employee assistance programme
• Life insurance (Death in Service) scheme
• Free eye tests
• CPD - Training and qualifications in insurance if interested