Home Insurance Customer Consultant

Location

Ringwood, Hampshire | United Kingdom

Job description

JOB SUMMARY:

Working within a consultative sales and services team, you will be working with customers to ensure that they get the home Insurance to meet their requirements.  A consistently professional service is absolutely essential, and you will therefore be an excellent communicator.   The role will require you to work on both the telephone and chat lines, deal with incoming sales enquiries and manage the contact process from initial quotation through to sale.  Your role will also see you administering policies and taking on additional tasks to support the team, as required.

RESPONSIBILITIES:

• Provide a consistent, professional and high quality of service to ensure that all customers receive an excellent experience.
• Handle new inbound sales and service enquiries from quotation through to sale.
• Liaise with internal departments in a professional manner, following process e.g. Referrals.
• Administer policies, where required, and field enquiries via telephone, email and online chat.
• To deliver a first class service to Intelligent Insurance customers.
• Apply product and underwriting knowledge accurately in order to provide the correct advice to customers, enabling them to make an informed decision.
• Maintain professional standards and behaviours relating to (but not limited to)
• Dress code and personal presentation.
• Behaviour towards colleagues and customers.
• Time keeping.
• Meet Intelligent Insurance standards of Quality. These include regulatory standards, call quality, service standards and adherence to Company policies and procedures. Treating customers fairly at all times is central to the business ethos.

KEY SKILLS / EXPERIENCE:  

• Previous experience of selling home insurance is ideal for this role – you will be joining a busy team, so whilst training and support will be provided, our client is looking for someone who has a good general understanding of home insurance, including limitations / risk etc.
• Whilst all of the consultants will be involved in both the sales and support element, you will not be making outbound cold calls – you will however be responding to incoming sales queries and general customer service calls, so excellent communication skills and a consultative approach, is essential.
• You will need to be an organised multitasker, who can work well within a fast paced, changing environment.
• Good computer skills – Microsoft Office, as well as confidence to learn new in-house systems and processes.
• Sales quality
• Productivity
• Service levels
  • Inbound/outbound call answer rates
  • Responding to emails accurately and in a timely fashion
• Processing accuracy
• Customer feedback
• Establishing demands and needs and presenting the advice correctly, clearly and accurately.
• Commercial performance within the context of an advised regulated environment

This is a really unique environment and far from a typical insurance call centre.  Our client prides themselves on the consultative environment and the fact that their consultants are multi skilled, can support customers will all manner of queries, and have the ability to develop, with support and training.

For more information about this role, or to apply, please get in touch with Joy Bruce at Collaborate Recruitment.  We look forward to hearing from you.

Job tags

Salary