Main characteristics
- Location
- Lutterworth, Leicestershire
- Company
- Optima UK Inc Ltd
- Salary
- £30000 - £35000/annum
- Employment type
- Permanent
- Category
- Accounting / Financial / Insurance
Job summary
Purpose:Office based telephone renewals, managing client expectations and communications to provide a high level of customer service, retaining existing clients and growing the company's reputation both individually and through the team.
A professional understanding of what makes first class customer service is important, as well as flexibility, multi-tasking, problem solving skills and sales orientation.
Requirements:
A highly developed sense of integrity and commitment to customer satisfaction.
A demonstrated passion for excellence with respect to treating and caring for customers.
The ability to communicate clearly and professionally, both verbally and in writing.
The ability to handle difficult customers and complaints if necessary.
To have a pleasant, patient and friendly attitude.
To have strong decision making and analytical abilities.
To have strong detail orientation and communication / listening skills.
A willingness to work a flexible schedule and occasional overtime when needed.
To possess a strong work ethic and team player mentality.Main Tasks and Responsibilities:
To complete the task of "fact finding" to identify clients' requirements and to provide a quotation to meet their Demands and Needs and fulfil our obligation of "Treating Customers Fairly" (TCF).
To obtain quotations, using delegated authority arrangements or by referring to insurers, to communicate quotations, advising the most appropriate in terms of price and cover to meet the applicant's needs.
To contact clients to renew policies and the preparation of required renewal documentation in accordance with company guidelines and requirements.
To enable the smooth operation and continued development of the renewal team.
To ensure that the renewal team operates in line with CRK vision and priorities.
To maximise use of team resources.
To ensure that all business is dealt with promptly and efficiently and that Income and Conversion objectives are achieved.
To ensure the delivery of high quality service, appropriate to customer needs.
To professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
To thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for unnecessary future contacts and document interactions through thorough note taking within the system.
To troubleshoot customer issues over the phone.
To use automated information systems to analyse the customer's situation.
To maintain a balance between company policy and customer benefit in decision making.
To handle issues in the best interest of both the customer and company
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