Job Description

Customer Service Advisor (General Insurance)

Based in Liverpool City Centre - Hybrid working 50% of working week in the office

Salary of 23,500 plus excellent benefits

At Police Mutual we empower our people to make a real impact. We foster a culture of respect and trust. We are committed to delivering excellence to our customers via our service, products and building relationships

We are looking for a Customer Service Advisor to join our supportive, growing team. Acting as first point of contact for our members, taking inbound calls and making outbound calls. Maximizing every customer interaction, generating and retaining business for the Group by spotting opportunities to expand members and potential member's product holdings and obtaining leads for third parties.

Police Mutual Group are passionate about Police and Military welfare, delivering a fantastic member experience and delivering simple solutions for absolute peace of mind to our Police Mutual and Forces Mutual Customers.

Core Responsibilities

Report to one of the Operations Team Managers and will be responsible for acting as the first point of contact for our customers Be a strong communicator with exceptional customer service skills, selling and renewing our range of general insurance products Take inbound calls and make outbound calls, maximising every customer interaction through generating and retaining business for the Group by spotting opportunities to expand customers and potential customer's product holdings Carry out administrative processes and deal with written customer communications Keep your own training and technical knowledge up to date to ensure customer interactions are dealt with consistently and confidently Complete ad-hoc tasks as requested by the Group, assisting colleagues with peaks of customer demand Attend team meetings and contribute to them, raising Risk or Consumer Duty concerns and FAQ's from customers Ensure that all communications are clear, fair and not misleading and relevant regulations are followed e.g. data protection, Consumer Duty principles Make outbound calls to 'warm leads' Fully comply with the relevant Training & Competence Scheme, including taking responsibility to gain and maintain appropriate knowledge, ability and conduct in order to complete your tasks/perform your duties effectively and with due regard to the interest and fair treatment of our customers Successfully complete 15 hours of continuous professional development (CPD) in each 12 month period by progressing, within deadlines
Skills & Knowledge Required

Previous experience of working within a Contact Centre environment is essential ideally within Motor or Home Insurance but insurance experience is not essential. Proven experience of providing excellent service for example by dealing with quotes, new business enquiries, producing general policy information and dealing with policy amendments, renewals and retention. Excellent customer service skills and understanding of Consumer Duty to ensure Consumer Duty Principles are at the heart of all interactions. The ability to maximise every interaction with every customer ensuring wherever possible calls are dealt with on a one stop basis to agreed service levels and to compliance standards. Confidence to make outbound calls to 'warm leads'
If this sounds like you, please apply today!

Job Type: Full-time

Pay: 23,500.00 per year

Additional pay:

Yearly bonus
Benefits:

Company pension Health & wellbeing programme Private medical insurance Sick pay
Schedule:

Monday to Friday
Work Location: Hybrid remote in Liverpool L2 2QP