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Customer Service Advisor

  • Salary: £20000 - £35000 per annum
  • Job type: Permanent
  • Location: Birmingham, West Midlands
  • Sector: Other
  • Date posted: 25/04/2017
  • Job reference: J362421A

Job Purpose:

Provide a professional first point of contact for customers, colleagues and external business partners in order to ensure the delivery of an exceptional customer experience.

Principal Accountabilities:

  • Serve and delight our customers regardless of the channel they use, e.g. web, telephone, email, etc.
  • Use company systems to enter customer data to a high standard of accuracy.
  • Validate and process new customer accounts assisting customers with any account related enquiries.

  • Maintain a strong and up to date working knowledge of all processes relating to relevant products and services.

  • To work collaboratively with your peer group and other colleagues sharing best practice.
  • When appropriate, seeks opportunities to add value to the customer and build customer loyalty through the promotion of products and services.

  • Provide administrative support to ensure activities related to customer's accounts are carried out in a timely manner and records are maintained.

  • Establish and communicate high standards of customer service in line with the company's values and culture.

  • Identify and escalate to your line manager any key customer impacting issues to achieve greater business wide success.

  • Maintain effective working practices in a team environment, ensuring that compliance and service delivery standards are in line with quality and compliance framework and regulatory requirements.

  • Contribute to an open and honest culture within teams through collaborative and supportive working.

  • Support a culture of continuous improvement for; Customer Value, Customer experience, Consumer Product offering and operating systems

  • Liaise with relevant stakeholders across the business to instigate and influence positive change.

Experience:

Essential

  • Previous experience of working in a contact centre or customer service role.
  • 5 GCSEs or equivalent including Mathematics and English.
  • Proficient in Microsoft Office
  • Ability to operate as part of a wider team working effectively across departmental boundaries and with external business partners.

  • An ability to prioritise workflow volumes and self-organise.
  • A desire to develop own skill sets.
  • Accuracy and attention to detail.

Desirable:

  • A background in the Motor Insurance industry.
  • Sound knowledge of My Policy operating systems and procedures.
  • Willingness to progress through personal development and training.

Personal qualities:

  • Strong communicator.
  • Effective decision maker, in a fast-paced environment.
  • Individual who has a strong commitment to providing quality customer service.
  • Able to prioritise workload to meet challenging deadlines and ability to multi-task.
  • Pro-active and well organised.
  • Team player

Minimum Standard Performance:

  • Consistent achievement of monthly Key Performance Indicator Targets and SLA's.
  • Ensure that at all times you are fully compliant with regulatory (eg FSA, Health & Safety Executive) and business guidelines, operating procedures and policies.

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