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We are seeking an ambitious and enthusiastic Customer Care Specialist to join our award winning Insuretech MGA start-up. You will be responsible for delivering high-quality support to customers and our Customer Care team. The ideal candidate will have good problem-solving skills with a desire to continuously improve customer outcomes and have excellent organisational skills with the ability to prioritise tasks and meet deadlines. Previous experience within an insurance-based contact centre is desirable but not essential.
Key Responsibilities of the Role
* Working Monday to Friday. Our current operating hours are Monday to Friday from 8:45am to 5:15pm.
* Day to day you will be handling inbound enquiries from new and existing customers via calls, live chat and emails. You can expect to assist with 100+ unique contacts per day during busy travel periods.
* Accurately record and update customer information on our call centre systems in real time.
* Meet individual and team performance, quality, and compliance targets. Quality is scored based on a combination of key measures including data protection, regulatory compliance, information accuracy and soft skills.
* Managing pre-purchase queries as well as amendments and cancellations to existing policies from request through to completion.
* Performing regular monitoring and quality checks of the company’s customer facing systems and identifying any errors or bugs for correction and escalating issues for prompt resolution.
* Ensuring all confidential information is handled in accordance with applicable protocols, policies, and procedures.
About You
* Previous experience within an insurance-based contact centre is desirable but not essential.
* Passion for delivering great customer service and the ability to handle challenging conversations and resolve queries with empathy.
* Attentive and patient listener with strong written and verbal communication skills.
* Ability to accurately calculate and process adjustments and refunds on the fly, as well as accurately listen and record customer securely.
* Strong IT literacy including knowledge of MS Office. Are comfortable and confident learning and using various software packages.
What we Offer
* Work from home.
* Pension scheme with employer contributions.
* Full training and continuous coaching.
* 25 days holiday plus Bank Holidays
Key Responsibilities of the Role
* Working Monday to Friday. Our current operating hours are Monday to Friday from 8:45am to 5:15pm.
* Day to day you will be handling inbound enquiries from new and existing customers via calls, live chat and emails. You can expect to assist with 100+ unique contacts per day during busy travel periods.
* Accurately record and update customer information on our call centre systems in real time.
* Meet individual and team performance, quality, and compliance targets. Quality is scored based on a combination of key measures including data protection, regulatory compliance, information accuracy and soft skills.
* Managing pre-purchase queries as well as amendments and cancellations to existing policies from request through to completion.
* Performing regular monitoring and quality checks of the company’s customer facing systems and identifying any errors or bugs for correction and escalating issues for prompt resolution.
* Ensuring all confidential information is handled in accordance with applicable protocols, policies, and procedures.
About You
* Previous experience within an insurance-based contact centre is desirable but not essential.
* Passion for delivering great customer service and the ability to handle challenging conversations and resolve queries with empathy.
* Attentive and patient listener with strong written and verbal communication skills.
* Ability to accurately calculate and process adjustments and refunds on the fly, as well as accurately listen and record customer securely.
* Strong IT literacy including knowledge of MS Office. Are comfortable and confident learning and using various software packages.
What we Offer
* Work from home.
* Pension scheme with employer contributions.
* Full training and continuous coaching.
* 25 days holiday plus Bank Holidays