Title : Business Retention Advisor
Reports To : Call Centre Manager
Department : House and Motor
Salary : £14,080pa (pro rata for PT) plus bonus dependant upon performance against Target Measures
Benefits :

Competitive Benefits Package

Job Purpose:

To service inbound customer telephone queries relating to policy renewal, and where appropriate recommend insurance products, as per customer needs and demands.

Dimensions:

Call Volumes: Approx 600 per month pro rata
Commercial Performance: Renewal and Revenue targets

Accountabilities:

1. To service customer queries in a professional, courteous and competent manner
2. Work with team, peer group and contact centre management to contribute to an effective service provision to customers
3. To adhere to FSA Compliance legislation as per Company policies
4. Identify renewals and sales opportunities during service delivery to meet customer needs and demands
5. Adhere to Company policies and procedures, e.g. Data Protection, Complaint Handling.
6. Identify own areas of development and escalate to line manager
7. Work towards business targets around performance, productivity and quality measures
8. Promote the RIAS brand in every customer contact and act as an ambassador for the Company and Department
9. Ensure effective and consistent communication within the team, and all relevant areas of the business

Essential Competencies:

 

• Results Driven – committed to achieving and exceeding set targets through service and up/cross selling skills.
• Customer focused – skilled at ensuring every customer contact adds value and is a positive experience. Previous experience of working in a customer-facing environment.
• Communication skills – able to use excellent verbal & written communication skills to respond to customer queries.
• Specialist knowledge – expert understanding of RIAS products and services and compliance requirements including FSA/DPA/Money Laundering and complaint handling.
• Attention to detail – to be able to accurately gather and key information on customer contacts and transactions whilst following company procedures.
• Technology literate - Telephone and system skills.
• Resilience in a contact centre environment
• Demonstrable desire to learn and improve performance
• Good inter-personal skills facilitating supportive team working
• Effective time management skills, with an ability to prioritise tasks appropriately, escalating issues in a timely and appropriate manner

Performance Measures:

• Business KPI targets.
• Individual Productivity measures.
• Individual Absence and punctuality measures.
• Individual Compliance and Quality measures.
• Performance review system.
• Adhere to department and company processes