Title : Customer Services Advisor
Reports To : Call Centre Manager
Department : House and Motor
Salary : £13,800 pa (pro rata for PT) plus bonus dependant upon performance against Target Measures
Benefits :

Competitive Benefits Package.

Job Purpose:

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

Dimensions:

Call Volumes: Approx 600 per month pro rata.
Cross sales volumes: Approx 35 per month pro rata.

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 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.

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:

Individual Productivity measures.
Individual Sales measures.
Individual Absence and punctuality measures.
Individual Compliance and Quality measures.
Performance review system.