Insurance Customer Service

Customer Service Representative

Cardiff

£22,000

The Customer Service Representative team manages customer contacts both offline via telephone and online via email and live chat servicing client and business partner products. Customer contacts range from general product and website queries to the processing of midterm adjustments on existing policies within our regulatory guidelines and client service agreements.

Key Responsibilities:
The Customer Service Representative is responsible for the following:

• Managing inbound calls regarding medical travel insurance and accurately recording the outcome of each contact.
• Handling customer service inquiries in line with our customer service goals.
• Supporting the Sales Department in taking overflow sales calls if required.
• Learning and developing skills to progress through each area of the Customer Service department.
• Being a customer champion and providing feedback on processes, policies, and products that can help the business improve.
• Taking an active part in team and operational meetings and contributing to the development and success of the Company.
• Acting with integrity, due care, skill, and diligence.
• Being open and honest with our regulatory body.
• Paying due regard to the interests of customers and treating them fairly.
• Maintaining a professional and courteous manner towards your fellow team members, customers, and clients.
• Working within our regulatory framework and adhering to our Quality Assurance Programme.
• Complying with the housekeeping rules contained within the Staff Handbook.

Person Specification:
To qualify for the role, the following are required:

• Experience within a Call Centre environment in a similar role.
• Experience in dealing with customer complaints both verbal and written is desirable.
• Use of Live Chat or a similar system is desirable.
• Excellent communication skills, both written and verbal.
• Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction.
• Professional telephone manner.
• Attention to detail with a focus on achieving first-time quality.
• Competent level in Excel, Word, and Internet.

Hours:
The Customer Service department operates 37.5 hours per week, and the Call Centre is open during the following hours:

• 8.30am – 8pm Monday to Friday
• 9am – 5pm Saturday
• 10am – 5pm Sunday
• 9am – 5pm Bank Holidays

Shift patterns are to be worked, with time off in lieu.

If you think you have the relevant experience, please APPLY today or send a copy of your CV to (url removed)