Job Description

• You will take inbound calls from our customers helping them with queries about their existing policies.
• You’ll guide customers through the process to make a change to their existing policy; whether it’s a name or address change, or something more complex.
• Using your product knowledge and customer service skills you’ll resolve and offer solutions
• Building rapport and understanding each customer’s requirements
• You will also be required to support customers who are unable to complete our online journey for setting up new policies or renewing their existing policies.
• The full-time working hours are 37.5 hours per week. We’ll need you to be available Monday to Friday 9am- 6pm.
• Typically if you are opting for full time hours you’ll work a 7.5 hour shift with an unpaid lunch break and then one in three Saturdays between 9am-1pm (when you work a Saturday you’ll get the time off in lieu). 

Required Knowledge, Skills, and Abilities

Ideally you will have experience of working in a fast-paced environment with a focus on performance and putting the customer first.

• Be a strong communicator with the ability to adapt your style to each customer.
• Be energetic and have a positive approach to problem solving.
• You will need to be able to understand customer’s needs effectively showing ownership, empathy, and resolution.
• Strong verbal communication skills are a must with the ability to adapt your style when needed.
• It is important that you are self-motivated, driven and resilient in order meet and exceed your performance targets and KPIs.
• Need a broadband upload and download speed of at least 5 mbps. If you’re not sure what your internet speed is you can check it by ‘googling’ internet speed test and select the ‘Run Speed Test’ button.