Title : Sales Advisor Home Emergency
Reports To : Call Centre Team Manager
Department : Outbound/Inbound House
Salary : £15,300 pa (pro rata for PT) plus bonus dependant upon performance against Target Measures.
Benefits : Job Purpose:

To establish the insurance needs of existing customers through outbound calling and to advise, recommend and sell the Home Emergency product and other related add-ons. 

Dimensions:

• Daily telephone customer contact targets
• Sales and Revenue targets
• Productivity targets
• Quality and compliance thresholds

Accountabilities:

• Undertake outbound customer telephone calls, establishing customer demands and needs.  To subsequently advise, recommend and sell appropriate general insurance products.
• Increase customer value through promoting additional products and services. Increase customer loyalty by retaining customers at point of renewal.
• Work towards business targets around performance, productivity and quality measures
• Meet and exceed customers’ policy servicing requirements at first point of contact. Resolve customer queries and dissatisfaction and correctly advise and resolve underwriting and policy queries.
• Ensure that all calls are compliant in accordance with the RIAS call structure and sales process. Issue accurate quotations and policy documentation and Maintain and accurately update customer details on RIAS systems.
• Promote the RIAS brand in every customer contact and act as an ambassador for the Company and Department
• Maintain competence as required by the Training and Competence Scheme.
• 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 sales and service 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 – using excellent verbal communication skills to build rapport and establish needs to provide advice and recommendation, and act through structured and enjoyable conversations.  To be able to use the Call dialogue to aid meaningful conversations
• Specialist knowledge – detailed understanding of RIAS products and services and compliance requirements including FSA/DPA/Money Laundering
• 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
• Authorisation to advise by operating within the Training and Competency scheme

Performance Measures:

• Business KPI targets.
• Productivity measures
• Absence and punctuality measures
• Quality measures including Data Protection and FSA requirements
• Adherence to department & company processes
• Performance review system.