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Customer Advisor - PL

Job description

New Position: Customer Adviser at Ipswich Branch, Personal Lines Division

Overview

A new role is being created within the Ipswich branch, within Personal Lines. This position will be pivotal in enhancing customer satisfaction and supporting the division's growth. Key responsibilities include:

  • Acting as a Customer Adviser for designated accounts and providing support to other team members as needed.
  • Managing a variety of customer enquiries via telephone, email, and post, ensuring exceptional customer service at all times.
  • Developing accounts through existing client contacts and contributing to growth by converting new business enquiries, cross-selling, and up-selling ancillary products.
  • Sharing responsibility for achieving the business plan and budget goals of the division.
  • Operating within the company's systems and procedures to maintain service standards, document quality, credit control, and support for key insurance markets.
  • Checking policy documents for accuracy and comprehensive coverage.
  • Assisting the Claims department with relevant claims.
  • Updating client records with accurate information from insurers, including new business, adjustments, and renewals.
  • Transferring copies and documents into the client electronic file.
  • Promoting and supporting the division both internally and externally to clients, the insurance market, and other third parties.

Role Responsibilities

The role encompasses a variety of tasks essential to maintaining and enhancing the client experience and supporting the division's objectives:

  • Customer Service Excellence: Ensure a first-class service to clients, projecting the brand as a quality company.
  • Communication: Answer customer calls, respond to email requests or queries, and handle renewals and new business quotes.
  • Client Retention and Development: Take designated responsibility for the existing client base, focusing on retention and growth through converting new business enquiries, cross-selling, and up-selling relevant ancillary products.
  • Market Expertise: Deal with enquiries based on experience and expertise, handling designated broking and placing within available markets.
  • Client Relationship Management: Build relationships with clients by managing day-to-day queries accurately and efficiently, via telephone or written correspondence.
  • Administrative Duties: Handle the administration of new business, mid-term adjustments (MTAs), and renewals.
  • Credit Control: Maintain good credit control within your client portfolio.
  • Advisory Role: Ensure advice given meets clients' requirements, with all recommendations and reasons documented.
  • Market Analysis: Conduct a fair analysis of the market, considering all potentially suitable products.

Required Personal Attributes and Skills

  • Organised: Capable of managing multiple tasks and priorities efficiently.
  • Self-Motivated: Driven to achieve personal and team goals.
  • Multitasking Ability: Skilled in handling various responsibilities simultaneously.
  • Interpersonal and Communication Skills: Excellent at interacting with clients and team members.
  • Technical Knowledge: Proficient in specific areas such as motor, home, and travel insurance.

Team Integration and Development

The successful candidate will join a busy, successful team and must be highly motivated and efficient. A commitment to professional development is essential, with a willingness to work towards a minimum qualification of Cert CII.

Summary

This new position is designed to enhance the client experience, contribute to the growth of the Ipswich branch, and support the broader objectives of the Personal Lines division. The ideal candidate will bring a combination of technical knowledge, exceptional customer service skills, and a proactive approach to account management and development. By fostering strong client relationships and maintaining high standards of service, the Customer Adviser will play a crucial role in the ongoing success of the division.

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