Key responsibilities:
Customer Service
• A strong focus on delivering excellent customer service to all our customers
• To develop a positive relationship with customers and respond to their needs to ensure customer satisfaction.
• Providing support, problem solving and driving customer loyalty through a focus on achieving all key performance targets.
• Maintaining a sound knowledge and understanding of company products, insurers underwriting rules, and correct policy handling processes.
• Ownership of customer queries and good knowledge of products and processes to ensure customer satisfaction.
Performance
• Handling calls from customers accurately while maintaining first class customer service which includes a pleasant, confident and helpful telephone manner.
• Delivery of KPIs with a focus on attaining and retaining customers to support a successful business.
• Maximize customer retention opportunities within operational guidelines.
• Ensure all work is carried out to a high level of accuracy in line with our company quality standards and great customer experience.
• Deliver personal productivity measures to ensure operational efficiency and delivery of service levels.
• Work within company guidelines and processes.
Team Work
• To work effectively as part of the contact center team.
• To maintain and enhance effective working relationships for all internal and external customers.
• Customer Focus
• Ensure interactions with customers optimize the customer experience of the brand and comply with regulatory, FCA & TCF guidelines.
• Ensure customer issues and complaints are effectively handled, recorded and reported meeting all regulatory requirements and within the principles of TCF.
Compliance
• Ensure all activities comply with FCA and TCF guidelines