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Contact Centre Agent

Job Summary

  • Location Portsmouth, Hampshire
  • Salary Up to £16000 per annum
  • Contract Type Permanent
  • Sector Office Support & Commercial
  • Date Posted 10 October 2018
  • Ref 3440_1539183528

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Job Description

Customer Service Advisor - Pet Insurance

Do you have a caring nature and enjoy speaking to customer? If so then read on!
We are currently recruiting for a number of Pet Contact Agents to work for a Financial Services company. The company is a specialist in their field and have a modern office near Portsmouth.
This role is to provide an excellent service to customers phoning the contact centre; to resolve queries at the first point of contact and to ensure that customers receive a prompt and courteous service with regards to their pet insurance.
The standard hours of work are 37.5 hours per week and the rostered hours will be worked Monday- Friday between 8am and 9pm. Saturday 9 am - 5pm on a 1 in 3 basis. No Sundays.
KEY RESPONSIBILITIES

  • Effectively handling all tasks in a timely manner in accordance with our Service Level Agreements.

  • Ensuring that high levels of customer service is offered through processing of accurate and timely information.

  • To maximise sales and customer retention targets through the provision of effective and efficient communication and negotiation skills.

  • Maintaining a consistent and energetic approach whilst building rapport with internal and external customers to establish customer relations.

  • To manage the customer through the lifecycle of their policy from quote/sales and inception, MTA's, renewals, the claims process and all credit control functions providing a one touch service.

  • Provide the customer with relevant product information that is clear, fair and not misleading allowing them to make an informed decision.

  • Establish and maintain effective communication and relationships with all colleagues and customers, whilst promoting a professional image.

  • Develop and maintain a competent level of technical, product and system knowledge to support sales in order to understand and be able to explain policy cover in line with terms and conditions.

  • Delivering individual quantitative targets, adhering to quality and accuracy standards, as well as contributing to the achievement of the team and operational targets.

  • To adhere to Company processes with regard to the Financial Conduct Authority's Handbook, ensuring that Data Protection, Treating Customers Fairly and other regulatory requirements are met and Company processes followed.

Experience Required:

-Experience working within a customer service environment

-Excellent telephone manner
-Excellent communication skills and negotiation skills
-The ability to remain calm, patient & polite at all times
-Able to work under pressure in a busy call centre environment
-Ability to work independently, and as part of a team
-Computer literate to include MS office

FPR Group is acting as an Employment Agency in relation to this vacancy.

Job Location

Note: this is the location of the town or city the job is in and not the exact location of the employer.

Your Key Contact

Jo Beech

Jo Beech

I specialise in Office Support and Commercial Recruitment and have been with FPR Group since January 2015. I deal with both temporary and permanent vacancies and really enjoy being able to make a diff

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